CN115086495B - Outbound method and device - Google Patents
Outbound method and device Download PDFInfo
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- CN115086495B CN115086495B CN202211016077.9A CN202211016077A CN115086495B CN 115086495 B CN115086495 B CN 115086495B CN 202211016077 A CN202211016077 A CN 202211016077A CN 115086495 B CN115086495 B CN 115086495B
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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
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- H—ELECTRICITY
- H04—ELECTRIC COMMUNICATION TECHNIQUE
- H04M—TELEPHONIC COMMUNICATION
- H04M3/00—Automatic or semi-automatic exchanges
- H04M3/08—Indicating faults in circuits or apparatus
- H04M3/12—Marking faulty circuits "busy"; Enabling equipment to disengage itself from faulty circuits ; Using redundant circuits; Response of a circuit, apparatus or system to an error
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Abstract
The invention provides an outbound method and device. The method comprises the following steps: analyzing the received outbound request; determining a voice robot set for calling in the routing middle layer according to the analysis result; determining a line set for calling out in the routing middle layer according to the voice robot set for calling out; and carrying out outbound call by utilizing the determined voice robot set and the line set based on the outbound call request. The invention can use the voice robots of a plurality of manufacturers to carry out outbound, thereby effectively improving the outbound efficiency.
Description
Technical Field
The invention relates to the technical field of voice outbound, in particular to an outbound method and device.
Background
With the development of the internet and the gradual maturity of algorithm technologies such as ASR, NLP, TTS and the like, more and more companies begin to use the intelligent voice robot to perform work such as customer return visit, reminding and the like, and the intelligent voice robot gradually replaces manual customer service, so that a large amount of labor cost is saved, and the outbound efficiency is greatly improved.
When the intelligent voice robot is used for visiting a customer again, the intelligent voice robot of the same manufacturer is usually used for calling the customer outwards for the same calling task, and when the currently used intelligent voice robot has a line fault or is fully loaded with the line, the intelligent voice robot of another manufacturer needs to be manually switched to call the customer outwards.
When calling the same outside, the prior art can only use the intelligent voice robot of a single manufacturer to call the outside, and when the currently used intelligent voice robot has line fault or the line is full, the intelligent voice robot of another manufacturer needs to be manually switched to call the outside, so that the problem of low efficiency of calling the outside occurs.
Disclosure of Invention
In view of this, the present invention provides an outbound method and an outbound device, which can use voice robots of multiple manufacturers to perform outbound, thereby effectively improving outbound efficiency.
In order to achieve the purpose, the invention mainly provides the following technical scheme:
in a first aspect, the present invention provides an outbound method, including:
analyzing the received outbound request;
determining a voice robot set for calling out in a routing middle layer according to an analysis result, wherein the routing middle layer is used for storing the voice robot set, and the voice robot set comprises voice robots of a plurality of different manufacturers;
determining a line set for calling out in the routing middle layer according to the voice robot set for calling out, wherein the routing middle layer is used for storing the line set;
and carrying out outbound call by utilizing the determined voice robot set and the line set based on the outbound call request.
In a second aspect, the present invention provides an outbound device, the device comprising:
the receiving module is used for analyzing the received outbound request;
the first determining module is used for determining a voice robot set for calling out in the routing middle layer according to the analysis result;
the second determining module is used for determining a circuit set for calling out in the routing middle layer according to the voice robot set for calling out;
and the outbound module is used for carrying out outbound by utilizing the determined voice robot set and the line set based on the outbound request.
By means of the technical scheme, the invention provides an outbound method and device, and particularly relates to analyzing a received outbound request, selecting a voice robot set consisting of voice robots of multiple manufacturers in a routing middle layer according to an analysis result to perform outbound, determining a line set for performing outbound according to the determined voice robot set, and performing outbound by using the voice robot set and the line set for determining to perform outbound based on outbound information carried by the outbound request after determining the voice robot set and the line set for performing outbound. The invention carries out outbound by using the voice robot set consisting of the voice robots of a plurality of manufacturers, and then can use a plurality of voice robots to carry out outbound on the same outbound task, and further can rapidly use the voice robot of another manufacturer to carry out outbound when the voice robot of one manufacturer breaks down, thereby effectively improving the outbound efficiency, and simultaneously effectively avoiding the problem of low outbound efficiency caused by the fact that only the voice robot of a single manufacturer can be used for outbound in the prior art.
The foregoing description is only an overview of the technical solutions of the present invention, and the embodiments of the present invention are described below in order to make the technical means of the present invention more clearly understood and to make the above and other objects, features, and advantages of the present invention more clearly understandable.
Drawings
In order to more clearly illustrate the embodiments of the present invention or the technical solutions in the prior art, the drawings used in the embodiments or the prior art descriptions will be briefly described below, it is obvious that the drawings in the following description are only some embodiments of the present invention, and other drawings can be obtained by those skilled in the art without creative efforts.
Fig. 1 is a schematic flow chart of an outbound method disclosed by the present invention;
FIG. 2 is a flow chart illustrating a method for generating a routing middle layer according to the present invention;
FIG. 3 is a schematic flow chart illustrating a method for determining a set of outbound voice robots in accordance with the present invention;
fig. 4 is a schematic flow chart of a method for determining an outbound route set according to the present invention;
FIG. 5 is a schematic flow chart illustrating another method for determining a route set according to the present disclosure;
FIG. 6 is a schematic diagram of an outbound device according to the present invention;
fig. 7 is a schematic diagram of another outbound device disclosed in the present invention.
Detailed Description
Exemplary embodiments of the present invention will be described in more detail below with reference to the accompanying drawings. While exemplary embodiments of the invention are shown in the drawings, it should be understood that the invention may be embodied in various forms and should not be limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the scope of the invention to those skilled in the art.
In actual work, the inventor finds that when the voice robot is used for return visit work, the voice robot provided by a single manufacturer can only be used for return visit work, and then the inventor uses the voice robots provided by multiple manufacturers to perform return visit work so as to improve the outbound efficiency.
To sum up, an embodiment of the present invention provides an outbound method, which includes the specific steps shown in fig. 1, where the method includes:
step 101, parsing the received outbound request.
In this embodiment, after receiving an outbound request input by a user, the received outbound request is analyzed to obtain information carried in the outbound request, for example, information such as a number that needs to be outbound, a set of voice robots that need to make several calls or perform an outbound job, and the like. Specifically, after receiving an outbound request of a user, the received outbound request is analyzed according to a preset analysis rule to obtain outbound information input by the user, that is, after analyzing the received outbound request, information such as an outbound number, a calling frequency, a voice robot set for performing outbound operation and the like can be obtained.
And 102, determining a voice robot set for calling in the routing middle layer according to the analysis result.
The routing middle layer is used for storing the voice robot set, and the voice robot set comprises voice robots of a plurality of different manufacturers.
In this embodiment, after step 101 is executed, after an analysis result of the outbound request is obtained, according to information of the voice robot performing the outbound in the analysis result, information of the voice robot performing the outbound carried in the outbound request is matched in a routing intermediate layer, where the routing intermediate layer in this embodiment is used to store voice robot sets, and each voice robot set includes voice robots provided by a plurality of different manufacturers, that is, the voice robots of a plurality of different manufacturers can be used to perform the outbound operation through the routing intermediate layer. For example, if the voice robot set making the outbound call in the analysis result of the outbound call request is a, the voice robot set selected from the stored voice robot sets in the routing intermediate layer is a set selected as the voice robot set making the outbound call.
And 103, determining a line set for calling out in the routing middle layer according to the voice robot set for calling out.
Wherein the routing middle layer is configured to store the set of lines.
In this embodiment, after step 102 is executed, after the voice robot set for making an outbound call is determined according to the analysis result of the outbound call request, the route set used when the voice robot set makes an outbound call is determined in the route intermediate layer according to the determined voice robot set. For example, when the set of voice robots making an outbound call is determined to be a, and the set of lines matched by the set a in the routing middle layer is a, the set of lines a is taken as the set of lines making the outbound call.
And 104, based on the outbound request, utilizing the determined voice robot set and the line set to carry out outbound.
In this embodiment, after step 103 is executed, after the voice robot and the line set for calling out are determined, according to other information carried in the call-out request, the voice robot set determined in step 102 and the line set determined in step 103 are used to call out. For example, if the voice robot set for calling out is determined as a and the line set determined as a, the calling out operation is performed using the voice robot set a and the line set a based on the information such as the calling-out number and the number of times of calling out required in the calling-out request.
The embodiment of the invention analyzes the received outbound request, selects a voice robot set consisting of voice robots of a plurality of manufacturers in a routing intermediate layer according to an analysis result to carry out outbound, determines a line set for carrying out outbound according to the determined voice robot set, and carries out outbound by using the voice robot set and the line set for determining to carry out outbound based on outbound information carried by the outbound request after determining the voice robot set and the line set for carrying out outbound. The invention carries out outbound by using the voice robot set consisting of the voice robots of a plurality of manufacturers, and then can use a plurality of voice robots to carry out outbound on the same outbound task, and further can rapidly use the voice robot of another manufacturer to carry out outbound when the voice robot of one manufacturer breaks down, thereby effectively improving the outbound efficiency, and simultaneously effectively avoiding the problem of low outbound efficiency caused by the fact that only the voice robot of a single manufacturer can be used for outbound in the prior art.
Further, an embodiment of the present invention provides a method for generating a routing intermediate layer, where the method is specifically described before "analyzing a received outbound request" in step 101 of the embodiment shown in fig. 1, and specific steps are shown in fig. 2, where the method further includes:
step 201, extracting voice robots with the same dialogues from the voice robots of a plurality of manufacturers to construct a voice robot set.
In this embodiment, in actual work, before outbound, the voice robots to be subjected to outbound work are classified according to manufacturers, the voice robots having the same dialect in different manufacturers are extracted while the voice robots are classified according to the manufacturers, and after extraction is completed, the voice robots having the same dialect and different manufacturers form a voice robot set to construct a voice robot set. For example, if the vendors providing the outbound service are vendor 1, vendor 2 and vendor 3, respectively, the voice robots having the same dialogues are extracted from vendor 1, vendor 2 and vendor 3; for example, the voice robots having the same dialogs are the manufacturer 1-voice robot 1, the manufacturer 2-voice robot 2 and the manufacturer 3-voice robot 3, and the extracted manufacturer 1-voice robot 1, manufacturer 2-voice robot 2 and manufacturer 3-voice robot 3 are combined to obtain three voice robot sets, namely, a voice robot set (manufacturer 1-voice robot 1, manufacturer 2-voice robot 2), a voice robot set (manufacturer 2-voice robot 2, manufacturer 3-voice robot 3) and a voice robot set (manufacturer 1-voice robot 1, manufacturer 2-voice robot 2, manufacturer 3-voice robot 3).
And 202, acquiring the lines of the voice robots with the same dialogues, and constructing a line set.
In this embodiment, after the voice robots having the same dialogs are extracted, the route of each voice robot is extracted to construct a route set after the step 201 is executed. For example, if the line corresponding to the manufacturer 1-voice robot 1 is line 1, the line corresponding to the manufacturer 2-voice robot 2 is line 2, and the line corresponding to the manufacturer 3-voice robot 3 is line 3, the line 1, the line 2, and the line 3 are combined to obtain a line set, that is, a line set (line 1, line 2), a line set (line 2, line 3), and a line set (line 1, line 2, line 3).
Step 203, storing the voice robot set and the line set to the routing middle layer.
In this embodiment, after steps 201 and 202 are executed, after the voice robot set and the line set are obtained, the obtained voice robot set and line set are stored in the routing middle layer, so that after an outbound request of a user is received, the voice robot set and line set for making an outbound call are determined in the routing middle layer to make an outbound call.
According to the embodiment of the invention, the voice robots with the same dialect in different manufacturers are combined to obtain the voice robot set, meanwhile, the line set is obtained according to the lines of the voice robots, and the obtained voice robot set and the line set are stored in the routing middle layer, so that the voice robots of a plurality of manufacturers can be used for calling out when calling out, and the calling out efficiency is effectively improved.
Further, an embodiment of the present invention provides a method for determining an outbound voice robot set, where the method specifically introduces "determining an outbound voice robot set in a routing intermediate layer according to an analysis result" in step 102 of the embodiment shown in fig. 1, and the specific steps are shown in fig. 3, and include:
and 301, acquiring a target label in the analysis result.
In this embodiment, after the received outbound request is interpreted, a target tag in the parsing result is obtained, where the target tag is used to indicate a voice robot set selected by the user to make an outbound call. For example, after the received outbound request is analyzed, if the target tag in the analysis result is tag 1, the target tag corresponding to the voice robot set selected by the user to make an outbound is obtained.
Step 302, based on the mapping relationship between the target label and the voice robot set, determining the voice robot set corresponding to the target label in the routing middle layer.
In this embodiment, after the target tag in the outbound request is obtained, a voice robot set corresponding to the target tag is determined in the routing intermediate layer by using a mapping relationship between the target tag and the voice robot. For example, if the obtained target tag is tag 1, determining a voice robot set corresponding to tag 1 according to a mapping relationship between the target tag and the voice robot set.
Step 303, determining the voice robot set corresponding to the target tag as the voice robot set making the outbound call.
In this embodiment, after step 302 is executed, after the corresponding voice robot set is determined according to the target tag, the voice robot set is determined as a voice robot set that makes an outbound call. For example, according to the mapping relationship between the target tag and the voice robots, if the determined voice robot set is set a, the voice robot set a is determined as a voice robot set making an outbound call.
According to the method and the device, the target label is set, the voice robot set required in the outbound request is accurately determined according to the mapping relation between the target label and the voice robot, and meanwhile the voice robot set which is outbound can be rapidly determined by using the target label, so that the efficiency of determining the outbound voice robot set is improved, and the efficiency of utilizing the voice robot to conduct outbound is improved.
Further, an embodiment of the present invention provides a method for determining an outbound line set, where the method specifically introduces "determining an outbound line set in the routing intermediate layer according to the voice robot set that makes an outbound in step 103 in the embodiment shown in fig. 1," and the specific steps are shown in fig. 4, and include:
step 401, obtaining the fault rate and the call completing rate of each line set.
In this embodiment, when determining a line set according to the voice robot set performing the outbound call, the line set is preferably matched in the routing intermediate layer according to the voice robot set performing the outbound call, and when the matching is completed, the failure rate and the call completing rate of each line set are obtained. For example, if the robot sets making the outbound calls are determined to be (manufacturer 1-voice robot 1, manufacturer 2-voice robot 2), the lines determined according to the voice robot sets are combined into (line 1, line 2) and (line 1, line 2, line 3), and after the line sets are determined, the fault rate and the call completing rate of each line set are obtained.
Step 402, determining the priority corresponding to the line set according to the fault rate and the call completing rate.
In this embodiment, after the fault rate and the call completing rate of each line set are obtained, the line sets are sorted according to the fault rate from low to high, and meanwhile, when the line sets with the same fault rate exist, the line sets with the same fault rate are sorted according to the call completing rate from high to low, so that the priority of each line set is determined according to the sorting of the line sets, that is, the higher the priority of the line set which is sorted to the front is.
Step 403, determining the line set corresponding to the highest priority as the line set for making the outbound call.
In this embodiment, after step 402 is executed, after the priority of each line set is determined according to the failure rate and the call completing rate, the line set corresponding to the highest priority is taken as the line set for making an outbound call. That is, in the present embodiment, the line set ranked in the first name is taken as the outgoing line set.
The embodiment of the invention orders the line sets accurately according to the fault rate and the call completing rate, thereby accurately determining the priority of each line set, and further selecting the line set with the highest priority as the line set for calling out according to the priority of each line set, thereby using the optimal line for calling out when calling out, and further improving the calling out efficiency.
Further, another method for determining a line set is provided in an embodiment of the present invention, and is specifically introduced after step 403 "the line set corresponding to the highest priority is determined as the line set for making an outbound call" in the embodiment shown in fig. 4, and the specific steps are shown in fig. 5, where the method further includes:
step 501, acquiring the full load rate of the line set for calling out.
In this embodiment, after the line set for outbound is determined, the full load rate of the line set is obtained, that is, the outbound task strength of the line set is determined according to the full load rate, and when the full load rate of the line set is too large, it indicates that the outbound task of the line set is too heavy.
At step 502, it is determined whether the full load rate is greater than or equal to a threshold.
In this embodiment, after step 501 is executed, after the full load rate of the outbound line set is obtained, the actual full load of the line set is compared with the threshold value, so as to determine the outbound task intensity of the line set, when the obtained full load rate is greater than or equal to the threshold value, it is determined that the outbound task of the line set is too heavy, and when the obtained full load rate is less than the threshold value, it is determined that the outbound task of the line set meets the standard.
Step 503, when the full load rate is judged to be greater than or equal to the threshold, judging that the line set corresponding to the secondary priority is determined as the line set for making the outbound.
In this embodiment, when it is determined in step 502 that the full load rate is greater than or equal to the threshold, it is determined that the outbound task of the line set is too heavy, and therefore, when the line set is continuously used for outbound, overstocking of the outbound task is likely to occur, and then the line set with the second priority is switched to the line set with the second priority for outbound, so as to determine the line set with the second priority as the outbound line set.
Step 504, when it is determined that the full load rate is smaller than the threshold, it is determined that the line set corresponding to the highest priority is the line set performing outbound.
In this embodiment, when it is determined in step 502 that the full load rate is less than the threshold, the outbound task strength of the line set meets the standard, and then the line set may be used to perform outbound operation.
According to the embodiment of the invention, the outbound task intensity of the line set is judged through the full load line, and then the line set for outbound can be accurately selected, so that the condition of overstocking of the outbound task is effectively avoided, and the outbound efficiency is effectively improved.
Further, as an implementation of the method embodiments shown in fig. 1 to 5, an embodiment of the present invention provides an outbound device, which can use voice robots of multiple manufacturers to perform outbound, so as to effectively improve outbound efficiency. An embodiment of the apparatus corresponds to the foregoing method embodiment, and details in the foregoing method embodiment are not repeated in this embodiment for convenience of reading, but it should be clear that the apparatus in this embodiment can correspondingly implement all the contents in the foregoing method embodiment, specifically as shown in fig. 6, the apparatus includes:
a receiving module 10, configured to parse the received outbound request;
a first determining module 20, configured to determine, according to an analysis result of the receiving module 10, a voice robot set for making an outbound call in the routing middle layer;
a second determining module 30, configured to determine, according to the voice robot set performing outbound call determined by the first determining module 20, a line set performing outbound call in the routing middle layer;
and the outbound module 40 is used for making an outbound call by using the voice robot set determined by the first determining module 20 and the line set determined by the second determining module 30 based on the outbound request.
Further, as shown in fig. 7, the outbound device further includes a generating module 50, where the generating module 50 includes:
a first generation unit 510, configured to extract voice robots with the same dialogs from voice robots of multiple manufacturers to construct a voice robot set;
a second generating unit 520, configured to construct a route set according to the route of the voice robot obtained by the first generating unit 510 and having the same dialect;
a third generating unit 530, configured to store the voice robot set constructed by the first generating unit 510 and the line set constructed by the second generating unit 520 in the routing middle layer.
Further, as shown in fig. 7, the first determining module 20 includes:
a first determining unit 210, configured to obtain a target tag in a parsing result;
a second determining unit 220, configured to determine, in the routing intermediate layer, the voice robot set corresponding to the target label based on a mapping relationship between the target label and the voice robot set;
a third determining unit 230, configured to determine the voice robot set corresponding to the target tag determined by the second determining unit 220 as the voice robot set making an outbound call.
Further, as shown in fig. 7, the second determining module 30 includes:
a fourth determining unit 310, configured to obtain a failure rate and a call completing rate of each line set;
a fifth determining unit 320, configured to determine a priority corresponding to the line set according to the failure rate and the call completing rate obtained by the fourth determining unit 310;
a sixth determining unit 330, configured to determine the line set corresponding to the highest priority in the fifth determining unit 320 as the line set making the outbound call.
In the foregoing embodiments, the descriptions of the respective embodiments have respective emphasis, and for parts that are not described in detail in a certain embodiment, reference may be made to related descriptions of other embodiments.
It will be appreciated that the relevant features of the method and apparatus described above may be referred to one another. In addition, "first", "second", and the like in the above embodiments are for distinguishing the embodiments, and do not represent merits of the embodiments.
It can be clearly understood by those skilled in the art that, for convenience and brevity of description, the specific working processes of the above-described systems, apparatuses and units may refer to the corresponding processes in the foregoing method embodiments, and are not described in detail herein.
The algorithms and displays presented herein are not inherently related to any particular computer, virtual machine, or other apparatus. Various general purpose systems may also be used with the teachings herein. The required structure for constructing such a system is apparent from the description above. Moreover, the present invention is not directed to any particular programming language. It is appreciated that a variety of programming languages may be used to implement the teachings of the present invention as described herein, and any descriptions of specific languages are provided above to disclose the best mode of the invention.
Further, the memory may include volatile memory in a computer readable medium, random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM), and the memory includes at least one memory chip.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The present invention is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the invention. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.
These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.
In a typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory.
The memory may include forms of volatile memory in a computer readable medium, random Access Memory (RAM) and/or non-volatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). The memory is an example of a computer-readable medium.
Computer-readable media, including both non-transitory and non-transitory, removable and non-removable media, may implement information storage by any method or technology. The information may be computer readable instructions, data structures, modules of a program, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static Random Access Memory (SRAM), dynamic Random Access Memory (DRAM), other types of Random Access Memory (RAM), read Only Memory (ROM), electrically Erasable Programmable Read Only Memory (EEPROM), flash memory or other memory technology, compact disc read only memory (CD-ROM), digital Versatile Discs (DVD) or other optical storage, magnetic cassettes, magnetic tape magnetic disk storage or other magnetic storage devices, or any other non-transmission medium that can be used to store information that can be accessed by a computing device. As defined herein, a computer readable medium does not include a transitory computer readable medium such as a modulated data signal and a carrier wave.
It should also be noted that the terms "comprises," "comprising," or any other variation thereof, are intended to cover a non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements does not include only those elements but may include other elements not expressly listed or inherent to such process, method, article, or apparatus. Without further limitation, an element defined by the phrases "comprising one of 8230; \8230;" 8230; "does not exclude the presence of additional like elements in a process, method, article, or apparatus that comprises the element.
As will be appreciated by one skilled in the art, embodiments of the present invention may be provided as a method, system, or computer program product. Accordingly, the present invention may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present invention may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.
The above description is only an example of the present invention and is not intended to limit the present invention. Various modifications and alterations to this invention will become apparent to those skilled in the art. Any modification, equivalent replacement, or improvement made within the spirit and principle of the present invention should be included in the scope of the claims of the present invention.
Claims (9)
1. A method for outbound calling, the method comprising:
analyzing the received outbound request;
determining a voice robot set for calling out in a routing middle layer according to an analysis result, wherein the routing middle layer is used for storing the voice robot set, and the voice robot set comprises voice robots of a plurality of different manufacturers;
determining a line set for calling out in the routing middle layer according to the voice robot set for calling out, wherein the routing middle layer is used for storing the line set;
calling out by utilizing the determined voice robot set and the line set based on the calling-out request;
prior to said resolving the received outbound request, the method further comprises:
extracting voice robots with the same dialogues from voice robots of a plurality of manufacturers to construct a voice robot set;
obtaining the circuit of the voice robot with the same dialect and constructing a circuit set;
storing the set of voice robots and the set of lines to the routing middle layer.
2. The method according to claim 1, wherein the determining, in the routing middle layer, a set of voice robots to make an outbound call according to the parsing result comprises:
acquiring a target label in an analysis result;
determining the voice robot set corresponding to the target label in the routing middle layer based on the mapping relation between the target label and the voice robot set;
and determining the voice robot set corresponding to the target label as the voice robot set for making an outbound call.
3. The method of claim 1, wherein determining, in the routing middle layer, a set of outbound routes based on the set of outbound voice robots comprises:
acquiring the fault rate and the call completing rate of each line set;
determining the priority corresponding to the line set according to the fault rate and the call completing rate;
and determining the line set corresponding to the highest priority as the line set for making the outbound call.
4. The method of claim 3, wherein the determining the priority corresponding to the line set according to the failure rate and the call completing rate comprises:
acquiring the fault rate of each line set;
and determining the priority of the line set according to the sequence of the fault rate from low to high.
5. The method of claim 4, wherein the determining the priority of the line sets according to the order of the failure rate from low to high comprises:
when the fault rates of the line sets are the same, obtaining the call completing rate of the line sets with the same fault rates;
and determining the priority of the line set with the same fault rate according to the call completing rate from high to low.
6. The method of claim 3, wherein after determining the set of lines for which the highest priority corresponds to as the set of lines for which an outbound call is made, the method further comprises:
acquiring the full load rate of a line set for calling out;
judging whether the full load rate is greater than or equal to a threshold value;
when the full load rate is judged to be greater than or equal to a threshold value, the line set corresponding to the secondary priority is judged to be determined as the line set for carrying out outbound;
and when the full load rate is judged to be less than the threshold value, judging that the line set corresponding to the highest priority is determined as the line set for carrying out outbound.
7. An outbound device, the device comprising:
the receiving module is used for analyzing the received outbound request;
the first determining module is used for determining a voice robot set for calling out in the routing middle layer according to the analysis result;
the second determining module is used for determining a circuit set for calling out in the routing middle layer according to the voice robot set for calling out;
the outbound module is used for carrying out outbound by utilizing the determined voice robot set and the line set based on the outbound request;
the device also comprises a generating module, a generating module and a processing module, wherein the generating module is used for extracting the voice robots with the same dialogues from the voice robots of a plurality of manufacturers to construct a voice robot set; obtaining the circuit of the voice robot with the same dialect and constructing a circuit set; storing the set of voice robots and the set of lines to the routing middle layer.
8. A computer device, comprising: memory, processor and computer program stored on said memory and running on said processor, said processor implementing the outbound method of any one of claims 1-6 when running said program.
9. A computer-readable storage medium, on which a computer program is stored which, when being executed by a processor, carries out the outbound method of any one of claims 1 to 6.
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| KR102216649B1 (en) * | 2019-10-29 | 2021-02-17 | 주식회사 솔트룩스파트너스 | System and method for outbound call |
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