CN113691684B - 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
CN113691684B
CN113691684B CN202110924377.6A CN202110924377A CN113691684B CN 113691684 B CN113691684 B CN 113691684B CN 202110924377 A CN202110924377 A CN 202110924377A CN 113691684 B CN113691684 B CN 113691684B
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outbound
data
call
machine response
response data
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CN113691684A (en
Inventor
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 the outbound terminal; according to the call data, acquiring machine response data corresponding 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 outbound terminal for outputting. By adopting the method, the outbound efficiency can be improved.

Description

Outbound method, device, system, computer equipment and storage medium
Technical Field
The present invention relates to the field of artificial intelligence, and in particular, to an outbound method, apparatus, system, computer device, and storage medium.
Background
The call center is used as a hidden service window between enterprises and users, and plays an important role in product propaganda, product sales, after-sales management and the like of various industries.
Taking an e-commerce platform as an example, under a normal condition, if an outbound call needs to be made to a terminal of a certain outbound call object, a manual agent needs to input a telephone number of the outbound call object in a browser page and click an outbound call button, so that the outbound call can be made to the terminal of the outbound call object, and in the process, the manual agent and the outbound call object communicate in a one-to-one manner.
However, in the above outbound mode, the operation process of the manual agent is complicated, and the outbound mode of one-to-one communication between the manual agent and the outbound object may result in lower outbound efficiency of the call center.
Disclosure of Invention
Based on the above, an outbound method, an apparatus, a system, a computer device and a storage medium capable of improving outbound efficiency are provided.
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 the outbound terminal;
according to the call data, acquiring machine response data corresponding 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 outbound terminal for outputting.
In one embodiment, a web real-time communication connection is established between the proxy server and the target server, and the receiving 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 web page real-time communication connection;
The sending the machine response data to the target server includes:
and transmitting the machine response data to the target server based on the web page 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 constructed between the proxy server and the automatic outbound end, and the obtaining the outbound request sent by the automatic outbound end 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:
Transmitting the call data to an external calling robot;
and receiving the machine response data sent by the outbound robot, wherein the machine response data is fed back by the outbound robot based on the call data.
In one embodiment, the sending the machine response data to the target server includes:
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, including:
The receiving module is used for receiving call data corresponding to the outbound terminal sent by the target server in the process of outbound 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 output.
In one 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 page 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 constructed between the proxy server and the automatic outbound end, and the second obtaining module is specifically configured to obtain, through the data security channel, the outbound request sent by the automatic outbound end.
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;
The response module is used for responding to the data request if the request type is the outbound type;
And the third sending module is used for forwarding 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 external pager robot; and receiving the machine response data sent by the outbound robot, wherein the machine response data is fed back by the outbound robot based on the call data.
In one embodiment, the first sending module is specifically configured to perform a data structure conversion process 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 call data corresponding to the outbound terminal sent by the target server in the process of outbound the outbound terminal;
The proxy server is further configured to obtain machine response data corresponding to the call data according to the call data, and 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 outputting.
In a fourth aspect, an embodiment of the present application provides a computer device comprising a memory storing a computer program and a processor implementing the steps of the method of the first aspect as described above when the processor executes the computer program.
In a fifth aspect, embodiments of the present application provide a computer readable storage medium having stored thereon a computer program which when executed by a processor performs the steps of the method of the first aspect described above.
The technical scheme provided by the embodiment of the application has the beneficial effects that at least:
Receiving call data corresponding to an outbound terminal sent by a target server in the outbound process of the outbound terminal, then, acquiring machine response data corresponding to the call data according to the call data by a proxy server, and then, 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 this way, in the process of calling the calling terminal, the call data and the machine response data are forwarded by the proxy server side, so that the automatic calling of the calling terminal is realized, and the manual agent is not required to input the telephone number of the calling object in the browser page and click the 'calling button' to call the call, thereby effectively avoiding the problems of complicated operation process of the manual agent and lower calling efficiency of the call center caused by one-to-one communication mode of the manual agent and the calling object, and improving the calling efficiency.
Drawings
FIG. 1 is an application environment diagram of an outbound method provided by one embodiment;
FIG. 2 is a flow chart of an outbound method according to one embodiment;
fig. 3 is a schematic flow chart of an outbound method according to another embodiment;
fig. 4 is a schematic flow chart of an outbound method according to another embodiment;
FIG. 5 is a flow chart of a proxy server responding to a data request from an automatic outbound provided in another embodiment;
FIG. 6 is a flow chart of step 202 provided in another embodiment;
FIG. 7 is a flow chart of step 203 according to another embodiment;
fig. 8 is a block diagram of an outbound device according to one embodiment;
Fig. 9 is a block diagram of an outbound system according to one embodiment;
fig. 10 is an internal structural diagram of a computer device according to an embodiment.
Detailed Description
The present application will be described in further detail with reference to the drawings and examples, in order to make the objects, technical solutions and advantages of the present application more apparent. It should be understood that the specific embodiments described herein are for purposes of illustration only and are not intended to limit the scope of the application.
The outbound method, the outbound device, the outbound system, the computer equipment and the storage medium provided by the embodiment of the application aim to solve the technical problem of lower outbound efficiency of a call center caused by complex operation process of a manual seat and one-to-one communication mode of the manual seat and an outbound object in the traditional outbound process. The following describes the technical scheme of the present application and how the technical scheme of the present application solves the above technical problems in detail by 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 scheme related to the embodiment of the application is described below in connection with the scene to which the embodiment of the application is applied.
Fig. 1 is a schematic diagram of an implementation environment related to an outbound method according to 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 an outbound terminal 103, where the proxy server 101 and the target server 102 may communicate through a wired network or a wireless network, and the target server 102 and the outbound terminal 103 may communicate 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 where 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 a server or a server cluster consisting of a plurality of servers; the target server 102 may be one server or may be a server cluster composed of a plurality of servers. The outbound terminal 103 may be a smart phone, tablet computer, personal computer, notebook computer, vehicle-mounted 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 outbound the outbound terminal 103; the proxy server 101 may obtain machine response data corresponding to the call data according to the call data; the proxy server 101 may send machine response data to the target server 102 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 illustrated by using the method applied to the proxy server 101 in fig. 1 as an example, and includes the following steps:
Step 201, in the process of outbound the outbound terminal, the proxy server receives call data corresponding to the outbound terminal sent by the target server.
In the embodiment of the application, the target server can be a server deployed by a call center and used for outbound the 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 performs outbound on the outbound terminal, and the like, and the proxy server is combined with the target server to realize automatic outbound on the outbound terminal.
And under the condition that the outbound terminal needs to be subjected to outbound, the proxy server can send an outbound request to the target server. The following describes an embodiment in which the proxy server obtains the outbound request.
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 the outbound terminal needs to make an outbound, the proxy server generates the outbound request, and sends the outbound request to the target server to make the outbound.
In another possible implementation manner, the outbound request may also be sent by the automatic outbound end, and after the proxy server receives the outbound request sent by the automatic outbound end, the proxy server sends the outbound request to the target server to make an outbound, where the 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 phone number or other identity corresponding to the outbound terminal; optionally, the outbound request may also carry a first sentence greeting to be output to the outbound target after the outbound is turned on. In this way, after receiving the outbound request, the target server initiates an outbound to the outbound terminal based on the outbound request, acquires call data of an outbound object corresponding to the outbound terminal in the outbound process, and then feeds the acquired call data back to the proxy server.
In the embodiment of the application, the call data may be call voice data of an outbound target, or may be call text data obtained by performing voice recognition on the call voice data, or may be intention obtained by performing intention recognition on the call text data.
Step 202, the proxy server obtains machine response data corresponding to the call data according to the call data.
After receiving call data of an outbound target, the proxy server acquires machine response data corresponding to the call data, wherein the machine response data is automatic response data of the outbound robot in the outbound process, and the machine response data of the outbound robot replaces a manual seat to communicate with the outbound target.
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 an outbound robot program may be deployed in the proxy server, and the proxy server invokes a software interface of the outbound robot program to input call data, thereby obtaining 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 call data to the outbound robot, receives machine response data fed back by the outbound robot, and so on.
In step 203, the proxy server sends the machine response data to the target server.
The machine response data is used for the target server to send the machine response data to the outbound terminal for output.
After the proxy server acquires the machine response data of the outbound robot, the machine response data is sent to the target server, so that the target server sends the machine response data to the outbound terminal and outputs the machine response data to the outbound object, and the automatic communication between the outbound robot and the outbound object is realized.
The following describes the implementation of the embodiment of the present application in a supplementary manner with reference to an exemplary application scenario.
The target server may be, for example, a server deployed by the call center of e-commerce A for pre-sale or after-sale outbound of 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 the embodiment of the present application, the automatic outbound provider may deploy the proxy server locally, and after the proxy server obtains the outbound demand (the outbound demand may be, for example, information about an outbound terminal to be outbound input by the user), the proxy server may send an outbound request to a target server deployed in a call center of the e-commerce a based on the outbound demand. The outbound request may carry identification information (such as a phone number or other identity corresponding to the outbound terminal) corresponding to the outbound terminal, and optionally, the outbound request may also carry a first sentence greeting to be output to the consumer after the outbound is turned on.
In this way, after receiving the outbound request, the target server initiates an outbound to the outbound terminal based on the outbound request, acquires call data of the consumer in the outbound process, and then feeds the acquired call data back to the proxy server.
After receiving the call data of the consumer, the proxy server can send the call data to the outbound robot and receive the 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 consumer, so that the automatic communication between the outbound robot and the consumer is realized.
In the above embodiment, in the process of outbound the outbound terminal, the proxy server receives call data corresponding to the outbound terminal sent by the target server, and then, the proxy server obtains machine response data corresponding to the call data according to the call data, and then sends 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 this way, in the process of calling the calling terminal, the call data and the machine response data are forwarded by the proxy server side, so that the automatic calling of the calling terminal is realized, and the manual agent is not required to input the telephone number of the calling object in the browser page and click the 'calling button' to call the call, thereby effectively avoiding the problems of complicated operation process of the manual agent and lower calling efficiency of the call center caused by one-to-one communication mode of the manual agent and the calling object, and improving the calling efficiency.
In one embodiment, referring to fig. 3, based on the embodiment shown in fig. 2, the present embodiment relates to a specific data transceiving process between the proxy server and the target server. In this embodiment, a web real-time communication connection is established between the proxy server and the target server, as shown in fig. 3, step 201 includes the following steps 2011:
in step 2011, in the process of outbound the outbound terminal, the proxy server terminal receives call data sent by the target server based on web page real-time communication connection.
In the conventional technology, if an outbound terminal of a certain outbound object needs to be outbound, a manual agent needs to input a telephone number of the outbound object in a browser page and click an outbound button, and the browser terminal sends an outbound request to a target server for outbound through established Web Real-time communication (webreal-Time Communication, webRTC for short) connection; in the outbound process, the browser terminal and the target server are connected through web page real-time communication to transmit call data corresponding to the outbound terminal and manual response data of the manual seat.
In the embodiment of the application, the real-time communication connection of the webpage 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 needs to replace the transmission address of the target server by the address of the browser terminal with the address of the proxy server without modifying the main execution logic of the target server, namely, the embodiment of the application ensures that the target server still communicates with the proxy server through the real-time communication connection of the webpage in a way of hijacking the browser terminal.
In this way, in the process of outbound the outbound terminal, the proxy server receives call data sent by the target server based on the web page real-time communication connection.
In this embodiment, step 203 may be implemented by the following step 2031:
in step 2031, the proxy server sends the machine response data to the target server based on the web page real-time communication connection.
Similarly, after the proxy server obtains the machine response data corresponding to the call data according to the call data, the proxy server sends the machine response data to the target server based on the web page real-time communication connection established between the proxy 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 (for example, the e-commerce a described above) having an automatic outbound demand, and for an automatic outbound provider, in a case where the main execution logic of the server of the client call center cannot be directly modified, it is required to implement an automatic outbound of the outbound terminal based on an existing network architecture of the client call center.
In view of this, in the embodiment of the present application, the automatic outbound provider may deploy a proxy server locally, and a web real-time communication connection is established between the proxy server and a target server (a server of a call center of a client). The manual agent is forbidden to input the telephone number of the outbound object in the browser page to trigger the outbound, and the transmission address of the target server is replaced by the address of the proxy server in the embodiment of the application, so that after the proxy server acquires the outbound demand, the proxy server sends the outbound request to the target server deployed in the call center of the client based on the establishment of the web real-time communication connection, and the target server initiates the outbound to the outbound terminal after receiving the outbound request, and in the outbound process, the target server sends the call data of the outbound object to the proxy server according to the updated transmission address in the target server.
Further, the proxy server sends the call data to the outbound robot, receives the machine response data fed back by the outbound robot, sends the machine response data to the target server, and 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, the above embodiment does not need to modify the main execution logic of the target server of the call center of the client, and the automatic outbound of the outbound terminal can be realized under the condition of no differential transmission of the target server by locally deploying the proxy server and establishing the web page real-time communication connection between the proxy server and the target server, thereby improving the application flexibility of the outbound method of the embodiment of the application.
In one embodiment, referring to fig. 4, based on the embodiment shown in fig. 2, this embodiment relates to how the proxy server initiates the outbound procedure. As shown in fig. 4, the paging method of the present embodiment further includes steps 401 and 402:
step 401, the proxy server acquires an outbound request sent by the automatic outbound terminal.
Similar to the proxy service end and the outbound robot, the automatic outbound end can be in a software form, or can be in a hardware form, and the specific deployment mode of the automatic outbound end is not limited herein.
In the embodiment of the application, the automatic outbound terminal is used for simulating the operation of the browser terminal, for example, the automatic outbound terminal can automatically open the browser, input the telephone number of an outbound object needing outbound in a browser page and click an outbound button, so that the automatic outbound terminal detects an outbound request. The telephone number of the outbound target may be included in the related information of the outbound terminal to be outbound, which is input by the user.
The automatic outbound terminal sends an outbound request to the proxy server, and the proxy server acquires the outbound request sent by the automatic outbound terminal, wherein the outbound request at least carries identification information corresponding to the outbound terminal, and the identification information can be, for example, a telephone number or other identity marks corresponding to the outbound terminal. Optionally, the outbound request may also carry a first sentence greeting after the outbound is turned on.
In one possible implementation manner of step 401, a data security channel is constructed between the proxy server and the automatic outbound end, and the proxy server may execute the following step A1 to implement the procedure of step 401:
And A1, the proxy server acquires an outbound request sent by the automatic outbound terminal through a data security channel.
In the embodiment of the application, SSL (Secure Sockets Layer, secure socket protocol) certificates used by self-signed HTTPS (Hyper Text Transfer Protocol over Secure Socket Layer, hypertext transfer security protocol) can be configured between the proxy server and the automatic outbound.
Illustratively, the proxy server may generate an SSL certificate used by self-signed HTTPS using a local HTTPS-SSL certificate generation tool mkcert (the mkcert is a program for generating a local self-visa written in go language), to obtain a client certificate and an Nginx configuration certificate; installing the client certificate under a system root certificate directory of the automatic outbound terminal; the nginnx configuration certificate is installed in the proxy server, and a service of a listening 443 port (HTTPS transmission default 443 port) is configured, so that data transmitted to the proxy server 443 port by the target server is listened to.
In this way, by installing the client certificate at the automatic outbound end and installing the nginnx configuration certificate at the proxy server end, a data security channel is constructed between the proxy server end and the automatic outbound end, and the information transmission between the proxy server end and the automatic outbound end can be performed based on the data security channel, for example, the automatic outbound end sends an outbound request to the proxy server end through the data security channel, and the proxy server end obtains the outbound request sent by the automatic outbound end through the data security channel, so that the security of the information transmission between the proxy server end and the automatic outbound end is improved.
Step 402, the proxy server sends an outbound request to the target server, where the outbound request is used for the target server to initiate an outbound to the outbound terminal based on the identification information.
After receiving the outbound request, the proxy server sends the outbound request to the target server, and the target server initiates an outbound to the outbound terminal based on the identification information and the greeting.
The target server initiates an outbound call to the outbound call terminal according to the identification information, sends a greeting to the outbound call terminal to output to the outbound call terminal after the outbound call terminal answers, then the outbound call terminal collects call data of the outbound call terminal, sends the call data to the target server, and then sends the call data to the proxy server to continue the outbound call process of the embodiment of the application.
In this way, the automatic outbound terminal simulates the operation of the browser terminal to send an outbound request, and after the proxy server obtains the outbound request sent by the automatic outbound terminal, the proxy server sends the outbound request 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, referring to fig. 5, based on the embodiment shown in fig. 4, this embodiment relates to a response procedure of the proxy server to the data request of the automatic outbound. As shown in fig. 5, the paging method of the present embodiment further includes step 501, step 502, and step 503:
In step 501, if the proxy server receives the data request sent by the automatic outbound, it detects whether the request type of the data request is the outbound type.
In the implementation of the application, the automatic outbound terminal is used as the client terminal of the simulated browser terminal, and can send a data request to the proxy server terminal to request service data, for example, request outbound information related to outbound service or request information such as pictures, videos and the like of other services not related to outbound service.
In one embodiment, after receiving a data request sent by an automatic outbound, the proxy server first detects whether the 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, and if not, determines that the request type of the data request is a non-outbound type.
Step 502, if the request type is outbound type, the proxy server responds to the data request.
If the request type is the outbound type, the proxy server directly responds to the data request locally, for example, sends the outbound related service data corresponding to the data request to the automatic outbound terminal.
In 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.
In this way, the proxy server only processes the request related to the outbound service locally by distinguishing whether the request type of the data request is the outbound type, 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 capacity of the proxy server can be reduced, the outbound response rate is improved, and the outbound efficiency is improved.
In one embodiment, referring to fig. 6, referring to the embodiment shown in fig. 2, this embodiment relates to a process how the proxy server obtains machine response data corresponding to call data according to call data. As shown in fig. 6, step 202 includes steps 601 and 602 shown in fig. 6:
in step 601, the proxy server sends call data to the external caller.
In an embodiment of the application, the machine response data of the outbound process is provided by the outbound robot. In a possible implementation manner, in the case that the call data is voice data, the outbound robot may perform voice recognition on the call data to obtain text data, and perform intention extraction on the text data to obtain an intention, and the outbound robot matches the outbound knowledge base according to the obtained intention to obtain a reply corresponding to the intention in the current dialogue node in the current business scene, and uses the reply as the machine response data.
Of course, the call data may be text data obtained by performing voice recognition on the call data, or may be text data obtained by performing intention extraction, or 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 as 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 a reply corresponding to the intention in the current dialogue node in the current business scenario, and use the reply as the machine response data, thereby implementing an accurate reply to the outbound object and improving the outbound accuracy.
In addition, in the embodiment of the application, the intelligent question and answer of 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 the partial automatic outbound process, fixed audio can only be simulated in a specified file mode and only fixed configuration parameters can be modified if the audio stream needs to be modified is avoided, and the embodiment of the application improves the intelligence of outbound.
In one embodiment, referring to fig. 7, based on the embodiment shown in fig. 2, this embodiment refers to a process how the proxy server sends the machine response data to the target server. As shown in fig. 7, step 203 includes step 701 and step 702 shown in fig. 7:
in 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 pager robot, the machine response data can be an audio stream 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 may perform data structure conversion processing on the machine response data, and may convert the machine response data into a media stream in a preset format by the proxy server to obtain the target machine response data.
In 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 may be sent to a 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 may be sent to a message queue of the target server, so that the sending end and the receiving end are decoupled through the message queue, which is beneficial to improving the outbound stability.
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 obtains an outbound request sent by the automatic outbound terminal through a data security channel, and the outbound request at least carries identification information corresponding to the outbound terminal.
A data security channel is constructed between the proxy server and the automatic outbound terminal.
And b, the proxy server sends an 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.
And c, the proxy server receives call data sent by the target server based on the real-time communication connection of the webpage.
And the proxy server and the target server are connected by real-time communication of the webpage.
And d, the proxy server sends the call data to the external calling robot.
And e, receiving machine response data sent by the outbound robot by the proxy server, wherein the machine response data is 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 terminal sends the target machine response data to the target server based on the web page real-time communication connection, 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, these steps are not necessarily performed in order as indicated by the arrows. The steps are not strictly limited to the order of execution unless explicitly recited herein, and the steps may be executed in other orders. Moreover, at least some of the steps in the flowcharts described above may include a plurality of sub-steps or stages that are not necessarily performed at the same time, but may be performed at different times, and the order of execution of the sub-steps or stages is not necessarily sequential, but may be performed alternately or alternately with at least a part of the sub-steps or stages of other steps or other steps.
In one embodiment, as shown in fig. 8, there is provided an outbound device comprising:
the receiving module 100 is configured to receive call data corresponding to an outbound terminal sent by a target server in a process of outbound the outbound terminal;
the first obtaining module 200 is configured to obtain machine response data corresponding to the call data according to the call data;
And 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 outputting.
In one 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 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 constructed between the proxy server and the automatic outbound end, and the second obtaining module is specifically configured to obtain, through the data security channel, the outbound request sent by the automatic outbound end.
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;
The response module is used for responding to the data request if the request type is the outbound type;
And the third sending module is used for forwarding 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 external calling robot; and receiving the machine response data sent by the outbound robot, wherein the machine response data is fed back by the outbound robot based on the call data.
In one embodiment, the first sending module 300 is specifically configured to perform a data structure conversion process 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 foregoing outbound method embodiment, and its implementation principle and technical effects are similar, and will not be described in detail herein. For specific limitations of the outbound device, reference is made to the limitations of the outbound method hereinabove, and no further description is given here. The various modules in the outbound device described above may be implemented in whole or in part by software, hardware, and combinations thereof. The above modules may be embedded in hardware or may be independent of a processor in the computer device, or may be stored in software in a memory in the computer device, so that the processor may call and execute operations corresponding to the above 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 call data corresponding to the outbound terminal sent by the target server in the process of outbound the outbound terminal;
The proxy server is further configured to obtain machine response data corresponding to the call data according to the call data, and 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 outputting.
On the basis of the outbound system provided in the above embodiment, exemplarily, referring to fig. 9, an outbound system is provided, and the outbound system further includes an automatic outbound terminal and an outbound robot; in the case that an outbound terminal needs to be outbound, specifically:
1) A data security channel is constructed between the proxy server and the automatic outbound terminal, and the automatic outbound terminal sends an outbound request to the proxy server through the data security channel, wherein the outbound request at least carries identification information corresponding to the outbound terminal.
2) The proxy server receives an outbound request sent by the automatic outbound terminal through the data security channel.
3) The proxy server establishes a web page real-time communication connection with the target server, and sends an outbound request to the target server based on the web page real-time communication connection.
4) The target server receives the outbound request based on the web page real-time communication connection, initiates an outbound to the outbound terminal based on the identification information, and acquires call data of the outbound object to feed back to the proxy server.
5) The proxy server terminal receives call data sent by the target server based on the web page real-time communication connection.
6) The proxy server sends the call data to the external calling robot.
7) The proxy server receives machine response data sent by the outbound robot, wherein the machine response data is 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) The proxy server end sends target machine response data to the target server based on the web page real-time communication connection, and 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 execute the foregoing outbound method embodiment, and its implementation principle and technical effects are similar, and will not be described herein. The proxy server, the automatic outbound and the outbound robot can be in a software form or in a hardware form. For specific definitions of the outbound system, reference may be made to the definitions of the outbound method hereinabove, and no further description is given here.
In one embodiment, there is also provided a computer device as shown in fig. 10, which may be a server, and an internal structural diagram thereof 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 includes a non-volatile storage medium and an internal memory. The non-volatile storage medium stores an operating system, computer programs, and a database. The internal memory provides an environment for the operation of the operating system and computer programs in the non-volatile storage media. The database of the computer device is for storing outbound 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 an outbound method.
It will be appreciated by those skilled in the art that the structure shown in FIG. 10 is merely a block diagram of some of the structures associated with the present inventive arrangements and is not limiting of the computer device to which the present inventive arrangements may be applied, and that a particular computer device may include more or fewer components than shown, or may combine some of the 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 stored therein a computer program, the processor when executing the computer program performing the steps of:
receiving call data corresponding to an outbound terminal sent by a target server in the process of outbound the outbound terminal;
according to the call data, acquiring machine response data corresponding 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 outbound terminal for outputting.
In one embodiment, a web real-time communication connection is established between the proxy server and the target server, and the processor further implements the following steps when executing the computer program:
receiving the call data sent by the target server based on the web page real-time communication connection;
The sending the machine response data to the target server includes:
and transmitting the machine response data to the target server based on the web page 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 constructed between the proxy server and the automatic outbound, and the processor when executing the computer program 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 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:
Transmitting the call data to an external calling robot;
and receiving the machine response data sent by the outbound robot, wherein the machine response data is 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.
Those skilled in the art will appreciate that implementing all or part of the above-described methods may be accomplished by way of a computer program, which may be stored on a non-transitory computer readable storage medium and which, when executed, may comprise the steps of the above-described embodiments of the methods. Any reference to memory, storage, database, or other medium used in embodiments provided herein may include non-volatile and/or volatile memory. The nonvolatile 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 (SYNCHLINK) DRAM (SLDRAM), memory bus (Ramb microsecond) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM), among others.
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 the outbound terminal;
according to the call data, acquiring machine response data corresponding 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 outbound terminal for outputting.
In one embodiment, a web 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 steps of:
receiving the call data sent by the target server based on the web page real-time communication connection;
The sending the machine response data to the target server includes:
and transmitting the machine response data to the target server based on the web page 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 constructed between the proxy server and the automatic outbound, and the computer program when executed by the processor further performs the steps of:
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:
Transmitting the call data to an external calling robot;
and receiving the machine response data sent by the outbound robot, wherein the machine response data is 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 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 (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 the outbound terminal;
According to the call data, machine response data corresponding to the call data are obtained, wherein the call data comprise at least one of call voice data, call text data obtained after the call voice data are subjected to voice recognition and intentions obtained after the call text data are subjected to intention recognition, the machine response data are answers corresponding to the intentions obtained by matching the intentions according to an outbound knowledge base after the call data are sent to an outbound robot, and the machine response data are automatically responded 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 outbound terminal for outputting.
2. The method of claim 1, wherein a web real-time communication connection is established 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 web page real-time communication connection;
The sending the machine response data to the target server includes:
and transmitting the machine response data to the target server based on the web page real-time communication connection.
3. The method according to claim 1, wherein 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.
4. The method of claim 3, wherein a data security channel is constructed between the proxy server and the automatic outbound side, and the obtaining the outbound request sent by the automatic outbound side includes:
And acquiring the outbound request sent by the automatic outbound terminal through the data security channel.
5. A method according to claim 3, characterized in that 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.
6. The method of claim 1, wherein the obtaining machine response data corresponding to the call data according to the call data comprises:
transmitting the call data to the outbound robot;
and receiving the machine response data sent by the outbound robot, wherein the machine response data is fed back by the outbound robot based on the call data.
7. The method of claim 1, wherein the 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, characterized in that it is provided at a proxy server, said device comprising:
The receiving module is used for receiving call data corresponding to the outbound terminal sent by the target server in the process of outbound the outbound terminal;
The first acquisition module is used for acquiring machine response data corresponding to the call data according to the call data, wherein the call data comprises at least one of call voice data, call text data obtained after the call voice data are subjected to voice recognition and intentions obtained by the intention recognition of the call text data, the machine response data are responses automatically by the outbound robot according to the call data after the call data are sent to the outbound robot, and the machine response data are responses corresponding to the intentions obtained by the outbound robot after the intention recognition of the call data is performed on the outbound robot, wherein the response is obtained by matching the intentions according to an outbound knowledge base;
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 output.
9. An outbound system comprising a proxy server and a target server, wherein:
The proxy server is used for receiving call data corresponding to the outbound terminal sent by the target server in the outbound process of the outbound terminal, wherein the call data comprises at least one of call voice data, call text data obtained after voice recognition of the call voice data and intention obtained by intention recognition of the call text data;
The proxy server is further configured to obtain machine response data corresponding to the call data according to the call data, and 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 outputting, the machine response data is a reply corresponding to the intention, which is obtained by matching the intention according to an outbound knowledge base after the outbound robot obtains the intention by performing intention recognition on the call data, and the machine response data is automatically responded by the outbound robot according to the call data after the call data is sent to the outbound robot.
10. A computer device comprising a memory and a processor, the memory storing a computer program, characterized in that the processor implements the steps of the method of any of claims 1 to 7 when the computer program is executed.
11. A computer readable storage medium, on which a computer program is stored, characterized in that the computer program, when being executed by a processor, implements the steps of the method of any of claims 1 to 7.
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