CN115514850A - Value analysis method and device for outbound project, computer equipment and storage medium - Google Patents

Value analysis method and device for outbound project, computer equipment and storage medium Download PDF

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Publication number
CN115514850A
CN115514850A CN202211146391.9A CN202211146391A CN115514850A CN 115514850 A CN115514850 A CN 115514850A CN 202211146391 A CN202211146391 A CN 202211146391A CN 115514850 A CN115514850 A CN 115514850A
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outbound
intelligent
project
service
list
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丁飞
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Ping An Bank Co Ltd
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Ping An Bank 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

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  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)

Abstract

The embodiment of the application discloses a value analysis method and device of an outbound project, computer equipment and a storage medium, wherein the scheme acquires an intelligent outbound list corresponding to the intelligent outbound project from an outbound system and acquires intelligent voice outbound records of each client in the intelligent outbound list, and the intelligent outbound project is configured to carry out AI intelligent voice outbound based on services; performing service intention recognition based on the intelligent voice outbound record of each client to obtain intention information of the client on a service corresponding to the intelligent outbound project; acquiring service transaction data of the intelligent outbound project from a service system corresponding to the intelligent outbound project; and calculating the value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service transaction data, thereby accurately evaluating the value corresponding to the intelligent voice outbound project.

Description

Value analysis method and device for outbound project, computer equipment and storage medium
Technical Field
The application relates to the technical field of outbound, in particular to a method and a device for analyzing value of an outbound project, computer equipment and a storage medium.
Background
Along with the development of the society, artificial intelligence is more and more important in people's life, and intelligent pronunciation are exhaled outward and are the important component in the artificial intelligence field, and the enterprise realizes making a telephone call to the customer automatically through setting up intelligent pronunciation and exhale the project outward to satisfy the specific demand of enterprise, and exhale the project outward through intelligent pronunciation, can be very big reduction enterprise's cost of exhaling outward.
In the prior art, the problem of the timeliness of the intelligent voice outbound project can be only determined, but the value corresponding to the intelligent voice outbound project cannot be accurately evaluated based on the timeliness of the intelligent voice outbound project.
Disclosure of Invention
The embodiment of the application provides a value analysis method and device for an outbound project, a computer device and a storage medium, which can be used in financial science and technology or other related fields, and can accurately evaluate the value corresponding to the intelligent voice outbound project.
The embodiment of the application provides a method for analyzing the value of an outbound project, which comprises the following steps:
the method comprises the steps of obtaining an intelligent outbound list corresponding to an intelligent outbound project from an outbound system, and obtaining intelligent voice outbound records of each client in the intelligent outbound list, wherein the intelligent outbound project is configured to carry out AI intelligent voice outbound based on a service;
identifying the service intention degree based on the intelligent voice outbound record of each client to obtain the intention information of the client to the service corresponding to the intelligent outbound project;
acquiring service transaction data of the intelligent outbound project from a service system corresponding to the intelligent outbound project;
and calculating the value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service transaction data.
Correspondingly, the embodiment of the present application further provides a device for analyzing the value of the outbound project, including:
the information acquisition module is used for acquiring an intelligent outbound list corresponding to an intelligent outbound project from an outbound system and acquiring intelligent voice outbound records of each client in the intelligent outbound list, wherein the intelligent outbound project is configured to carry out AI intelligent voice outbound based on a service;
the recognition module is used for recognizing the service intention degree based on the intelligent voice outbound record of each client to obtain the intention information of the client to the service corresponding to the intelligent outbound item;
the data acquisition module is also used for acquiring the service transaction data of the intelligent outbound project from the service system corresponding to the intelligent outbound project;
and the calculation module is used for calculating the value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service transaction data.
In some embodiments, the value analysis apparatus for the outbound project further includes a comparison module, a determination module, and a sending module;
the information acquisition module is also used for acquiring an intelligent outbound list of at least one intelligent outbound project through the service system;
the information acquisition module is further configured to acquire a historical outbound list of at least one outbound platform in a preset time period when the service scene of the intelligent outbound project is a sales scene;
the comparison module is used for comparing the client information in the intelligent outbound list and the historical outbound list to obtain a target outbound number with consistent client information;
the determining module is used for determining the intelligent outbound list from which the target outbound number is deleted as an intelligent outbound list for AI intelligent voice outbound finally;
and the sending module is used for sending the intelligent outbound list to an outbound system so as to enable the outbound system to carry out AI intelligent voice outbound according to the intelligent outbound list.
In some embodiments, further comprising:
the information acquisition module is also used for acquiring an intelligent outbound list of at least one intelligent outbound project through the service system;
the information obtaining module is further configured to obtain historical feedback information of each outbound number in the intelligent outbound list in the service reminding scene when the service scene of the intelligent outbound project is a service reminding scene;
the determining module is further configured to determine, based on historical feedback information of each outbound number, an outbound number having unfriendly feedback information in the historical feedback information as a target outbound number;
the determining module is further configured to determine the intelligent outbound list from which the target outbound number is deleted as an intelligent outbound list for AI intelligent voice outbound at last;
the sending module is further configured to send the intelligent outbound list to an outbound system, so that the outbound system performs AI intelligent voice outbound according to the intelligent outbound list.
In some embodiments, the value analyzing apparatus for the outbound project further includes a setting module;
the information acquisition module is also used for acquiring at least two intelligent outbound projects with consistent service scenes;
the comparison module is also used for comparing the value indexes of at least two intelligent outbound projects in the same service dimension and determining the target intelligent outbound project with the highest value index;
the determining module is further configured to determine the session template as the outbound factor if the session template of the target intelligent outbound item is different from the session templates of other intelligent outbound items with the same service scenario;
the setting module is used for setting the calling-out operation template of the target intelligent calling-out item as the calling-out operation template when the intelligent calling-out item to be called out carries out AI intelligent voice calling-out.
In some embodiments, the calculation module is specifically configured to, based on the intention information and/or the business completion data:
determining the number of first persons of which the intention degree of the intelligent calling name list to the intelligent calling item is larger than a preset threshold value based on the intention degree information;
determining the number of second personnel handling the banking business corresponding to the intelligent outbound project in the intelligent outbound list based on the business completion data;
and calculating the ratio of the number of the first personnel to the number of the second personnel, and determining the ratio as the value index of the intelligent outbound project.
In some embodiments, the identification module is specifically configured to:
acquiring the outbound time length and the outbound dialogue corresponding to the intelligent voice outbound record of each client;
and identifying the service intention degree of the outbound time and the outbound conversation through a preset neural network model to obtain intention information of the client to the service corresponding to the intelligent outbound project.
In some embodiments, the value analysis apparatus for the outbound project further includes a reminder module;
and the reminding module is used for carrying out alarm reminding through a preset alarm device if the value index of the service dimension is smaller than the index threshold corresponding to the service dimension.
Correspondingly, the embodiment of the present application further provides a computer device, which includes a memory, a processor, and a computer program stored in the storage and executable on the processor, wherein the processor executes the method for analyzing the value of the outbound project provided in any one of the embodiments of the present application.
Correspondingly, the embodiment of the application further provides a storage medium, wherein a plurality of instructions are stored in the storage medium, and the instructions are suitable for being loaded by a processor to execute the method for analyzing the value of the outbound project.
The method comprises the steps of obtaining an intelligent outbound list corresponding to an intelligent outbound project from an outbound system, obtaining intelligent voice outbound records of each client in the intelligent outbound list, wherein the intelligent outbound project is configured to carry out AI intelligent voice outbound based on a service; performing service intention recognition based on the intelligent voice outbound record of each client to obtain intention information of the client on a service corresponding to the intelligent outbound project; and acquiring the service deal data of the intelligent outbound project from a service system corresponding to the intelligent outbound project, and calculating a value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service deal data so as to accurately evaluate the value corresponding to the intelligent voice outbound project.
Drawings
In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings required to be used in the description of the embodiments are briefly introduced below, and it is obvious that the drawings in the description below are only some embodiments of the present application, and it is obvious for those skilled in the art to obtain other drawings based on these drawings without creative efforts.
Fig. 1 is a schematic flow chart of a method for analyzing value of an outbound project according to an embodiment of the present application.
Fig. 2 is a block diagram of a value analysis device for an outbound project according to an embodiment of the present application.
Fig. 3 is a schematic structural diagram of a computer device according to an embodiment of the present application.
Detailed Description
The technical solutions in the embodiments of the present application will be described clearly and completely with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only some embodiments of the present application, and not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
The embodiment of the application provides a value analysis method and device for an outbound project, a storage medium and computer equipment. Specifically, the value analysis method for the outbound project according to the embodiment of the present application may be executed by a computer device, where the computer device may be a server or a terminal. The server may be an independent physical server, a server cluster or a distributed system formed by a plurality of physical servers, or a cloud server providing basic cloud computing services such as cloud service, a cloud database, cloud computing, a cloud function, cloud storage, network service, cloud communication, middleware service, domain name service, security service, CDN, big data and artificial intelligence platform. The terminal may be, but is not limited to, a smart phone, a desktop computer, a notebook computer, a tablet computer, etc. The terminal and the server may be directly or indirectly connected through wired or wireless communication, and the application is not limited herein.
For example, the computer device may be a terminal, and the terminal may obtain an intelligent outbound list corresponding to an intelligent outbound item from an outbound system, and obtain an intelligent voice outbound record of each client in the intelligent outbound list, where the intelligent outbound item is configured to perform AI intelligent voice outbound based on a service; identifying the service intention degree based on the intelligent voice outbound record of each client to obtain the intention information of the client to the service corresponding to the intelligent outbound project; acquiring service transaction data of the intelligent outbound project from a service system corresponding to the intelligent outbound project; and calculating the value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service transaction data.
Based on the above problems, embodiments of the present application provide a method and an apparatus for analyzing a value of an outbound project, a computer device, and a storage medium, which can accurately evaluate a value corresponding to an intelligent voice outbound project.
The following are detailed below. It should be noted that the following description of the embodiments is not intended to limit the preferred order of the embodiments.
The embodiment of the application provides a method for analyzing the value of an outbound project, which can be executed by a terminal or a server.
Referring to fig. 1, fig. 1 is a schematic flow chart illustrating a method for analyzing a value of an outbound project according to an embodiment of the present application. The specific flow of the method for analyzing the value of the outbound project can be as follows:
101. the method comprises the steps of obtaining an intelligent outbound list corresponding to an intelligent outbound project from an outbound system, and obtaining intelligent voice outbound records of all clients in the intelligent outbound list, wherein the intelligent outbound project is configured to carry out AI intelligent voice outbound based on a service.
The outbound system is used for carrying out AI intelligent voice outbound, and can carry out outbound through a channel of a communication operator, such as a communication channel, and an intelligent voice (PACES-IOCC) module is further integrated in the outbound system so as to process data through the intelligent voice module.
The intelligent outbound project is used for carrying out AI intelligent voice outbound aiming at an intelligent outbound list corresponding to a service in a bank, the intelligent outbound list comprises outbound numbers of all clients corresponding to the service, and the intelligent voice outbound record comprises outbound results and details of an outbound process.
In this embodiment, the terminal can acquire the intelligent outbound list and the intelligent voice outbound record that have undergone outbound from the outbound system through the big data platform, so as to process the acquired intelligent outbound list and the intelligent voice outbound record, and obtain the service value corresponding to the intelligent outbound project that has undergone outbound. The terminal can periodically calculate the service value corresponding to the intelligent outbound project which has been outbound in the outbound system by adopting a timing acquisition mode.
In some embodiments, before an intelligent outbound list corresponding to an intelligent outbound project is acquired from an outbound system, AI intelligent voice outbound is required to be performed through the outbound system, a terminal may acquire at least one intelligent outbound list of the intelligent outbound project through a service system, and specifically, client information in the intelligent outbound list is checked according to a service scenario of the intelligent outbound project, so that outbound numbers of clients in the intelligent outbound list, which do not conform to the service scenario, are screened according to a check result, the screened outbound numbers of the clients in the intelligent outbound list are removed, and the screened intelligent outbound list is sent to the outbound system, so that the outbound system performs AI intelligent voice outbound according to the intelligent outbound list. The service scenario includes, but is not limited to, a sales scenario, a service reminder scenario, and the like.
Specifically, the terminal obtains an intelligent outbound list of at least one intelligent outbound project through a service system, and when the service scene of the intelligent outbound project is a sales scene, in order to avoid the situation that a customer receives an incoming call of a sales promotion type for many times and the customer feels dislike, the terminal needs to obtain a historical outbound list of at least one outbound platform in a preset time period, so that the customer list of the incoming call of the sales type is obtained. The at least one outbound platform may be an outbound platform corresponding to another service system under the bank system to which the current service system belongs, or may be another outbound platform sold in a relationship with the bank system to which the current service system belongs.
After a client list of answered sales type calls is obtained, a terminal needs to compare client information in the intelligent outbound list and the historical outbound list to obtain a target outbound number with consistent client information, namely in the process of currently calling a client, in order to avoid a client scheme, AI intelligent voice outbound can not be carried out on the target outbound number, so that the target outbound number in the intelligent outbound list needs to be deleted, and the intelligent outbound list with the target outbound number deleted is determined as an intelligent outbound list for finally carrying out AI intelligent voice outbound. And finally, sending the intelligent outbound list to an outbound system so that the outbound system carries out AI intelligent voice outbound according to the intelligent outbound list.
It can be understood that historical outbound information of each outbound platform within a certain time is obtained, and which clients have answered the sales type calls within the time can be obtained, so that the clients who have answered the sales type calls are excluded in the calling process, and the client dislike is avoided.
Specifically, the terminal acquires an intelligent outbound list of at least one intelligent outbound project through a service system; when the service scene of the intelligent outbound project is a service reminding scene, for example, reminding performed when a credit card expires, because not all clients are in an accepted attitude facing the service reminding, in order to improve user experience, the terminal needs to acquire historical feedback information of each outbound number in the intelligent outbound list under the service reminding scene, that is, acquire corresponding feedback information of each client facing the service reminding scene.
And determining outbound numbers with unfriendly feedback information in the historical feedback information based on the historical feedback information of each outbound number, namely determining a client not receiving service reminding, determining the outbound numbers with the unfriendly feedback information in the historical feedback information as target outbound numbers, deleting the target outbound numbers in the intelligent outbound lists, and determining the intelligent outbound lists with the target outbound numbers deleted as the intelligent outbound lists for finally carrying out AI intelligent voice outbound. And finally, sending the intelligent outbound list to an outbound system so that the outbound system carries out AI intelligent voice outbound according to the intelligent outbound list.
102. And identifying the service intention degree based on the intelligent voice outbound record of each client to obtain the intention information of the client to the service corresponding to the intelligent outbound project.
In this embodiment, the terminal performs the service intention recognition on the intelligent voice outbound record so as to obtain the service intention corresponding to the intelligent outbound project by the client, and the service intention of each client constitutes the intention information, where the service intention is equivalent to the acceptance of the client to the service corresponding to the intelligent outbound project, and the level of the service intention indicates the probability of the client handling the service corresponding to the intelligent outbound project.
Specifically, the terminal can recognize the service intention degree through the intelligent voice module and also can recognize the service intention degree through the big data platform.
In some embodiments, the identifying the service intention degree based on the intelligent voice outgoing call record of each client to obtain intention information of the client to the service corresponding to the intelligent outgoing call item may include: the terminal acquires the outbound duration and the outbound dialogue corresponding to the intelligent voice outbound record of each client; and identifying the service intention of the outbound time and the outbound dialogue through a preset neural network model to obtain the intention of each client to the service corresponding to the intelligent outbound project, and determining the intention of each client to the service corresponding to the intelligent outbound project as the intention information of the client to the service corresponding to the intelligent outbound project.
Specifically, when the service intention recognition is performed on the outbound session through the preset neural network model, the method may include: and performing emotion recognition on the voice information and the text information corresponding to the outbound conversation through a neural network model to obtain emotion information of the client facing the intelligent outbound project, and performing service intention recognition on the voice information, the text information and the emotion information through the neural network model.
103. And acquiring service transaction data of the intelligent outbound project from a service system corresponding to the intelligent outbound project.
In this embodiment, the service system may obtain whether the client transacts the banking service corresponding to the intelligent outbound project, so as to obtain service transaction data of the intelligent outbound project, for example, the number of clients transacting the service in the intelligent outbound list. The terminal can obtain corresponding service transaction data from the service system through the big data platform.
In some embodiments, the intelligent outbound list corresponding to the intelligent outbound item needs to be outbound in at least two outbound modes according to different properties of the intelligent outbound item, that is, if there are two outbound modes, half of the clients in the intelligent outbound list are outbound in the first outbound mode, and the other half of the clients in the intelligent outbound list are outbound in the second outbound mode, so that the first outbound mode and the second outbound mode are compared.
Correspondingly, when the intelligent outbound project adopts at least two outbound modes for outbound, the terminal needs to respectively acquire corresponding target transaction data from the service transaction data of the intelligent outbound project of the service system based on different outbound modes.
104. And calculating the value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service transaction data.
The service dimension includes, but is not limited to, a service completion dimension, a service prediction dimension, and the like, for example, the value index corresponding to the service completion dimension may be a service transaction rate, that is, a ratio of the number of people who make an outbound call in the intelligent outbound list to the number of people handling the service.
In this embodiment, since different services and service dimensions to be determined corresponding to different outbound projects are different, and thus service value judgment logics corresponding to the service dimensions are different, the terminal can predetermine the service dimensions to be determined corresponding to the intelligent outbound project, and thus can calculate intention information and/or service transaction data based on a calculation manner corresponding to the service dimensions to be determined through the big data platform, so as to obtain a value index corresponding to the service dimensions, and the terminal can associate the value index corresponding to each service dimension obtained through calculation with the intelligent outbound project through the big data platform and send a value index file to a background management unit of the intelligent voice module in a file form, and the intelligent voice module stores the obtained value index file in a database so as to pass through the background management unit of the intelligent voice module when relevant workers have demands.
In some embodiments, when the business dimension is a business prediction dimension, the calculating a value index of the intelligent outbound project in a preset business dimension based on the intention information and/or the business deal data may include: and determining the number of first personnel of the intelligent outbound name list, the intention of which to the intelligent outbound item is greater than a preset threshold value, based on the intention information, namely determining the number of personnel predicted to handle the service corresponding to the intelligent outbound item in the outbound list. And the terminal determines the second number of the personnel handling the banking business corresponding to the intelligent outbound project in the intelligent outbound list based on the business completion data, namely determines the number of the personnel actually handling the business corresponding to the intelligent outbound project in the intelligent outbound list. And calculating the ratio of the number of the first personnel to the number of the second personnel, and determining the ratio as a value index of the intelligent outbound project, thereby obtaining the service value corresponding to the intelligent voice outbound.
In the embodiment of the invention, the first and second are only used for distinguishing the number of people and have no other special meanings.
In some embodiments, obtaining the value index of the intelligent outbound project in the business dimension may further include: acquiring at least two intelligent outbound projects with consistent service scenes; comparing the value indexes of at least two intelligent outbound projects in the same service dimension, and determining a target intelligent outbound project with the highest value index; therefore, the intelligent outbound project to be outbound under the same service scene is set based on the outbound factors different from other intelligent outbound projects in the same service scene in the target intelligent outbound project, and the value index of the intelligent outbound project to be outbound under the service dimension is improved.
Specifically, at least two intelligent outbound projects with consistent service scenes are obtained; comparing the value indexes of at least two intelligent outbound projects in the same service dimension, determining a target intelligent outbound project with the highest value index, if the dialect template of the target intelligent outbound project is different from the dialect templates of other intelligent outbound projects with the same service scene, and if the dialect template is the dialect template, determining the dialect template as the outbound factor; and setting the calling-out operation template of the target intelligent calling-out project as the calling-out operation template when the intelligent calling-out project to be called out carries out AI intelligent voice calling-out.
In some embodiments, sometimes, according to different properties of the intelligent outbound project, the intelligent outbound list corresponding to the intelligent outbound project needs to be outbound in at least two outbound modes, that is, if there are two outbound modes, half of the clients in the intelligent outbound list are outbound in a first outbound mode, and the other half of the clients in the intelligent outbound list are outbound in a second outbound mode, so that the first outbound mode and the second outbound mode are compared.
Correspondingly, the calculating a value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service deal data may include: when the intelligent outbound project is outbound in at least two outbound modes, the terminal needs to respectively acquire corresponding target transaction data and corresponding intention information based on different outbound modes so as to obtain value indexes corresponding to different outbound modes in preset service dimensions. And then, comparing the value indexes respectively corresponding to different outbound modes in the same service dimension to determine the outbound mode with the highest value index, so that the outbound mode can be determined as the outbound mode of the intelligent outbound project to be outbound, which has the same service scene as the intelligent outbound project, and the value index of the intelligent outbound project to be outbound in the service dimension is improved.
In some embodiments, obtaining the value index of the intelligent outbound project in the business dimension may further include: if the value index of the service dimension is smaller than the index threshold value corresponding to the service dimension, which indicates that the value of the current outbound project is too small, other emergency situations may exist, for example, a certain link in the service handling process has a problem and the service cannot be handled successfully, then a preset warning device is used for warning and reminding so that relevant workers can check and process in time.
The embodiment of the application discloses a value analysis method of an outbound project, which comprises the following steps: the method comprises the steps of obtaining an intelligent outbound list corresponding to an intelligent outbound project from an outbound system, and obtaining intelligent voice outbound records of each client in the intelligent outbound list, wherein the intelligent outbound project is configured to carry out AI intelligent voice outbound based on a service; identifying the service intention degree based on the intelligent voice outbound record of each client to obtain the intention information of the client to the service corresponding to the intelligent outbound project; acquiring service transaction data of the intelligent outbound project from a service system corresponding to the intelligent outbound project; and calculating the value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service transaction data, so that the value corresponding to the intelligent voice outbound project can be accurately evaluated.
In order to better implement the value analysis method of the outbound project provided by the embodiment of the application, the embodiment of the application also provides a value analysis device of the outbound project based on the value analysis method of the outbound project. The meaning of the noun is the same as that in the value analysis method of the outbound item, and the specific implementation details can refer to the description in the method embodiment.
Referring to fig. 2, fig. 2 is a block diagram of a value analysis apparatus for an outbound project according to an embodiment of the present application, the apparatus including:
the information acquisition module 201 is configured to acquire an intelligent outbound list corresponding to an intelligent outbound project from an outbound system, and acquire an intelligent voice outbound record of each client in the intelligent outbound list, where the intelligent outbound project is configured to perform AI intelligent voice outbound based on a service;
the identification module 202 is configured to perform service intention identification based on the intelligent voice outbound record of each client, and obtain intention information of the client on a service corresponding to the intelligent outbound project;
the data acquisition module 203 is further configured to acquire service transaction data of the intelligent outbound project from a service system corresponding to the intelligent outbound project;
the calculating module 204 is configured to calculate a value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service deal data.
In some embodiments, the value analysis apparatus for the outbound project further includes a comparison module, a determination module, and a sending module;
the information obtaining module 201 is further configured to obtain an intelligent outbound list of at least one intelligent outbound project through the service system;
the information obtaining module 201 is further configured to obtain a historical outbound list of at least one outbound platform in a preset time period when the service scenario of the intelligent outbound project is a sales scenario;
the comparison module is used for comparing the client information in the intelligent outbound list with the client information in the historical outbound list to obtain a target outbound number with consistent client information;
the determining module is used for determining the intelligent outbound list deleted from the target outbound number as an intelligent outbound list finally subjected to AI intelligent voice outbound;
and the sending module is used for sending the intelligent outbound list to an outbound system so that the outbound system can carry out AI intelligent voice outbound according to the intelligent outbound list.
In some embodiments, further comprising:
the information obtaining module 201 is further configured to obtain an intelligent outbound list of at least one intelligent outbound project through the service system;
the information obtaining module 201 is further configured to, when the service scenario of the intelligent outbound project is a service reminding scenario, obtain historical feedback information of each outbound number in the intelligent outbound list in the service reminding scenario;
the determining module is further configured to determine, based on historical feedback information of each outbound number, an outbound number having unfriendly feedback information in the historical feedback information as a target outbound number;
the determining module is further configured to determine the intelligent outbound list from which the target outbound number is deleted as an intelligent outbound list for finally performing AI intelligent voice outbound;
the sending module is further configured to send the intelligent outbound list to an outbound system, so that the outbound system performs AI intelligent voice outbound according to the intelligent outbound list.
In some embodiments, the value analysis apparatus for the outbound project further includes a setting module;
the information obtaining module 201 is further configured to obtain at least two intelligent outbound projects with consistent service scenarios;
the comparison module is also used for comparing the value indexes of at least two intelligent outbound projects in the same service dimension and determining the target intelligent outbound project with the highest value index;
the determining module is further configured to determine the session template as the outbound factor if the session template of the target intelligent outbound item is different from the session templates of other intelligent outbound items with the same service scenario;
the setting module is used for setting the calling-out operation template of the target intelligent calling-out item as the calling-out operation template when the intelligent calling-out item to be called out carries out AI intelligent voice calling-out.
In some embodiments, the calculation module 204 is specifically configured to, based on the intention information and/or the business completion data:
based on the intention information, determining the number of first persons of which the intention of the intelligent calling list to the intelligent calling item is greater than a preset threshold;
determining the number of second personnel handling the banking business corresponding to the intelligent outbound project in the intelligent outbound list based on the business completion data;
and calculating the ratio of the number of the first personnel to the number of the second personnel, and determining the ratio as the value index of the intelligent outbound project.
In some embodiments, the identification module 202 is specifically configured to:
acquiring the outbound time length and the outbound dialogue corresponding to the intelligent voice outbound record of each client;
and performing service intention recognition on the outbound time and the outbound conversation through a preset neural network model to obtain intention information of the customer on a service corresponding to the intelligent outbound project.
In some embodiments, the value analysis apparatus for the outbound project further includes a reminder module;
and the reminding module is used for carrying out alarm reminding through a preset alarm device if the value index of the service dimension is smaller than the index threshold corresponding to the service dimension.
The embodiment of the application discloses a value analysis device of an outbound project, which is used for acquiring an intelligent outbound list corresponding to the intelligent outbound project from an outbound system and acquiring intelligent voice outbound records of each client in the intelligent outbound list through an information acquisition module 201, wherein the intelligent outbound project is configured to carry out AI intelligent voice outbound based on a service; the identification module 202 is configured to perform service intention identification based on the intelligent voice outbound record of each client, and obtain intention information of the client on a service corresponding to the intelligent outbound project; the data acquisition module 203 is further configured to acquire service transaction data of the intelligent outbound project from a service system corresponding to the intelligent outbound project; the calculating module 204 is configured to calculate a value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service deal data. Therefore, the value corresponding to the intelligent voice outbound project is accurately evaluated.
Correspondingly, the embodiment of the application also provides a computer device, and the computer device can be a terminal. As shown in fig. 3, fig. 3 is a schematic structural diagram of a computer device according to an embodiment of the present application. The computer apparatus 300 includes a processor 301 having one or more processing cores, a memory 302 having one or more computer-readable storage media, and a computer program stored on the memory 302 and operable on the processor. The processor 301 is electrically connected to the memory 302. Those skilled in the art will appreciate that the computer device configurations illustrated in the figures are not meant to be limiting of computer devices and may include more or fewer components than those illustrated, or some components may be combined, or a different arrangement of components.
The processor 301 is a control center of the computer apparatus 300, connects various parts of the entire computer apparatus 300 by various interfaces and lines, performs various functions of the computer apparatus 300 and processes data by running or loading software programs and/or modules stored in the memory 302, and calling data stored in the memory 302, thereby monitoring the computer apparatus 300 as a whole.
In the embodiment of the present application, the processor 301 in the computer device 300 loads instructions corresponding to processes of one or more application programs into the memory 302, and the processor 301 executes the application programs stored in the memory 302 according to the following steps, so as to implement various functions:
the method comprises the steps of obtaining an intelligent outbound list corresponding to an intelligent outbound project from an outbound system, and obtaining intelligent voice outbound records of each client in the intelligent outbound list, wherein the intelligent outbound project is configured to carry out AI intelligent voice outbound based on a service;
performing service intention recognition based on the intelligent voice outbound record of each client to obtain intention information of the client on a service corresponding to the intelligent outbound project;
acquiring service transaction data of the intelligent outbound project from a service system corresponding to the intelligent outbound project;
and calculating the value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service transaction data.
The above operations can be implemented in the foregoing embodiments, and are not described in detail herein.
Optionally, as shown in fig. 3, the computer device 300 further includes: a touch display 303, a radio frequency circuit 304, an audio circuit 305, an input unit 306, and a power source 307. The processor 301 is electrically connected to the touch display 303, the radio frequency circuit 304, the audio circuit 305, the input unit 306, and the power source 307. Those skilled in the art will appreciate that the computer device configuration illustrated in FIG. 3 does not constitute a limitation of the computer device, and may include more or fewer components than illustrated, or some components may be combined, or a different arrangement of components.
The touch display screen 303 may be used for displaying a graphical user interface and receiving operation instructions generated by a user acting on the graphical user interface. The touch display screen 303 may include a display panel and a touch panel. The display panel may be used, among other things, to display messages entered by or provided to a user and various graphical user interfaces of the computer device, which may be composed of graphics, text, icons, video, and any combination thereof. Alternatively, the display panel may be configured in the form of a Liquid crystal display (LCD, liquid crystal client account l display client account y), an organic Light-Emitting Diode (OLED, organic Light-Emitting Diode), or the like. The touch panel may be used to collect touch operations of a user (for example, operations of the user on or near the touch panel by using a finger, a stylus pen, or any other suitable object or accessory) and generate corresponding operation instructions, and the operation instructions execute corresponding programs. Alternatively, the touch panel may include two parts, a touch detection device and a touch controller. The touch detection device detects the touch direction of a user, detects a signal brought by touch operation and transmits the signal to the touch controller; the touch controller receives the touch message from the touch sensing device, converts the touch message into touch point coordinates, sends the touch point coordinates to the processor 301, and can receive and execute commands sent by the processor 301. The touch panel may overlay the display panel, and when the touch panel detects a touch operation thereon or nearby, the touch panel transmits the touch operation to the processor 301 to determine the type of the touch event, and then the processor 301 provides a corresponding visual output on the display panel according to the type of the touch event. In the embodiment of the present application, the touch panel and the display panel may be integrated into the touch display screen 303 to realize input and output functions. However, in some embodiments, the touch panel and the touch panel can be implemented as two separate components to perform the input and output functions. That is, the touch display screen 303 may also be used as a part of the input unit 306 to implement an input function.
The rf circuit 304 may be used for transceiving rf signals to establish wireless communication with a network device or other computer device through wireless communication, and for transceiving signals with the network device or other computer device.
The audio circuit 305 may be used to provide an audio interface between a user and a computer device through a speaker, microphone. The audio circuit 305 may transmit the electrical signal converted from the received audio data to a speaker, and convert the electrical signal into a sound signal for output; on the other hand, the microphone converts the collected sound signal into an electric signal, which is received by the audio circuit 305 and converted into audio data, which is then processed by the audio data output processor 301, and then transmitted to, for example, another computer device via the radio frequency circuit 304, or output to the memory 302 for further processing. The audio circuit 305 may also include an earbud jack to provide communication of a peripheral headset with the computer device.
The input unit 306 may be used to receive input numbers, character messages, or user characteristic messages (e.g., fingerprints, irises, facial messages, etc.), and to generate keyboard, mouse, joystick, optical, or trackball signal inputs related to user settings and function control.
The power supply 307 is used to power the various components of the computer device 300. Optionally, the power supply 307 may be logically connected to the processor 301 through a power management system, so as to implement functions of managing charging, discharging, and power consumption management through the power management system. Power supply 307 may also include any component of one or more dc or ac power sources, recharging systems, power failure detection circuitry, power converters or inverters, power status indicators, and the like.
Although not shown in fig. 3, the computer device 300 may further include a camera, a sensor, a wireless fidelity module, a bluetooth module, etc., which are not described in detail herein.
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.
As can be seen from the above, in the computer device provided in this embodiment, by obtaining the intelligent outbound list corresponding to the intelligent outbound item from the outbound system and obtaining the intelligent voice outbound record of each client in the intelligent outbound list, the intelligent outbound item is configured to perform AI intelligent voice outbound based on a service; identifying the service intention degree based on the intelligent voice outbound record of each client to obtain the intention information of the client to the service corresponding to the intelligent outbound project; acquiring service transaction data of the intelligent outbound project from a service system corresponding to the intelligent outbound project; and calculating the value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service transaction data.
It will be understood by those skilled in the art that all or part of the steps of the methods of the above embodiments may be performed by instructions or by associated hardware controlled by the instructions, which may be stored in a computer readable storage medium and loaded and executed by a processor.
To this end, the present application provides a computer-readable storage medium, in which a plurality of computer programs are stored, where the computer programs can be loaded by a processor to execute the steps in any one of the methods for analyzing the value of an outbound project provided by the embodiments of the present application. For example, the computer program may perform the steps of:
the method comprises the steps of obtaining an intelligent outbound list corresponding to an intelligent outbound project from an outbound system, and obtaining intelligent voice outbound records of each client in the intelligent outbound list, wherein the intelligent outbound project is configured to carry out AI intelligent voice outbound based on a service;
performing service intention recognition based on the intelligent voice outbound record of each client to obtain intention information of the client on a service corresponding to the intelligent outbound project;
acquiring service transaction data of the intelligent outbound project from a service system corresponding to the intelligent outbound project;
and calculating the value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service transaction data.
The above operations can be implemented in the foregoing embodiments, and are not described in detail herein.
Wherein the storage medium may include: a read Only Memory (ROM, re client account d Only Memory), a random access Memory (R client account M, R client account and access Memory), a magnetic disk or an optical disk, and the like.
Since the computer program stored in the storage medium can execute the steps in the method for analyzing the value of any outbound project provided in the embodiment of the present application, the beneficial effects that can be achieved by the method for analyzing the value of any outbound project provided in the embodiment of the present application can be achieved, for details, see the foregoing embodiments, and are not described herein again.
The method, the device, the storage medium and the computer device for analyzing the value of the outbound project provided by the embodiment of the application are introduced in detail, a specific example is applied in the description to explain the principle and the implementation of the application, and the description of the embodiment is only used for helping to understand the method and the core idea of the application; meanwhile, for those skilled in the art, according to the idea of the present application, the specific implementation manner and the application scope may be changed, and in summary, the content of the present specification should not be construed as a limitation to the present application.

Claims (10)

1. A method for analyzing value of an outbound project, the method comprising:
the method comprises the steps of obtaining an intelligent outbound list corresponding to an intelligent outbound project from an outbound system, and obtaining intelligent voice outbound records of each client in the intelligent outbound list, wherein the intelligent outbound project is configured to carry out AI intelligent voice outbound based on a service;
performing service intention recognition based on the intelligent voice outbound record of each client to obtain intention information of the client on a service corresponding to the intelligent outbound project;
acquiring service transaction data of the intelligent outbound project from a service system corresponding to the intelligent outbound project;
and calculating the value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service transaction data.
2. The method of claim 1, wherein before obtaining the intelligent outbound list corresponding to the intelligent outbound item from the outbound system and obtaining the intelligent voice outbound record of each client in the intelligent outbound list, further comprising:
acquiring an intelligent outbound list of at least one intelligent outbound project through a service system;
when the service scene of the intelligent outbound project is a sales scene, acquiring a historical outbound list of at least one outbound platform in a preset time period;
comparing the client information in the intelligent outbound list with the client information in the historical outbound list to obtain a target outbound number with consistent client information;
determining the intelligent outbound list with the target outbound number deleted as an intelligent outbound list for finally carrying out AI intelligent voice outbound;
and sending the intelligent outbound list to an outbound system so that the outbound system carries out AI intelligent voice outbound according to the intelligent outbound list.
3. The method of claim 1, wherein before obtaining the intelligent outbound list corresponding to the intelligent outbound item from the outbound system and obtaining the intelligent voice outbound record of each client in the intelligent outbound list, further comprising:
acquiring an intelligent outbound list of at least one intelligent outbound project through a service system;
when the service scene of the intelligent outbound project is a service reminding scene, acquiring historical feedback information of each outbound number in the intelligent outbound list under the service reminding scene;
determining the outbound numbers with unfriendly feedback information in the historical feedback information as target outbound numbers based on the historical feedback information of the outbound numbers;
determining the intelligent outbound list with the target outbound number deleted as an intelligent outbound list for finally carrying out AI intelligent voice outbound;
and sending the intelligent outbound list to an outbound system so that the outbound system carries out AI intelligent voice outbound according to the intelligent outbound list.
4. The method of claim 1, after obtaining the value indicator of the intelligent outbound project in the business dimension, further comprising:
acquiring at least two intelligent outbound projects with consistent service scenes;
comparing the value indexes of at least two intelligent outbound projects in the same service dimension, and determining a target intelligent outbound project with the highest value index;
if the dialect template of the target intelligent outbound item is different from the dialect templates of other intelligent outbound items with consistent service scenes, determining the dialect template as the outbound factor;
and setting the calling-out operation template of the target intelligent calling-out project as the calling-out operation template when the intelligent calling-out project to be called out carries out AI intelligent voice calling-out.
5. The method according to claim 1, wherein the calculating a value indicator of the intelligent outbound project in a preset business dimension based on the intent information and/or the business completion data comprises:
determining the number of first persons of which the intention degree of the intelligent outbound name list to the intelligent outbound project is greater than a preset threshold value based on the intention degree information;
determining the number of second personnel handling the banking business corresponding to the intelligent outbound project in the intelligent outbound list based on the business completion data;
and calculating the ratio of the number of the first persons to the number of the second persons, and determining the ratio as a value index of the intelligent outbound project.
6. The method according to claim 1, wherein the identifying the service intention degree based on the intelligent voice outgoing call record of each client to obtain intention information of the client to the service corresponding to the intelligent outgoing call item comprises:
acquiring the outbound time length and the outbound dialogue corresponding to the intelligent voice outbound record of each client;
and identifying the service intention degree of the outbound time and the outbound conversation through a preset neural network model to obtain intention information of the customer on the service corresponding to the intelligent outbound project.
7. The method according to any one of claims 1 to 6, wherein after obtaining the value index of the intelligent outbound project in the business dimension, further comprising:
and if the value index of the service dimension is smaller than the index threshold value corresponding to the service dimension, carrying out alarm reminding through a preset alarm device.
8. An apparatus for analyzing value of an outbound project, the apparatus comprising:
the information acquisition module is used for acquiring an intelligent outbound list corresponding to an intelligent outbound project from an outbound system and acquiring intelligent voice outbound records of each client in the intelligent outbound list, wherein the intelligent outbound project is configured to carry out AI intelligent voice outbound based on a service;
the recognition module is used for recognizing the service intention degree based on the intelligent voice outbound record of each client to obtain the intention information of the client to the service corresponding to the intelligent outbound project;
the data acquisition module is also used for acquiring service transaction data of the intelligent outbound project from a service system corresponding to the intelligent outbound project;
and the calculation module is used for calculating the value index of the intelligent outbound project in a preset service dimension based on the intention information and/or the service transaction data.
9. A computer device comprising a memory, a processor and a computer program stored on the memory and running on the processor, wherein the processor when executing the program implements a method of value analysis for an outbound project according to any of claims 1 to 7.
10. A storage medium having stored thereon a plurality of instructions adapted to be loaded by a processor to perform a method of value analysis of an outbound project according to any one of claims 1 to 7.
CN202211146391.9A 2022-09-20 2022-09-20 Value analysis method and device for outbound project, computer equipment and storage medium Pending CN115514850A (en)

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Applications Claiming Priority (1)

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CN202211146391.9A CN115514850A (en) 2022-09-20 2022-09-20 Value analysis method and device for outbound project, computer equipment and storage medium

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