CN116132583A

CN116132583A - Information processing method and device

Info

Publication number: CN116132583A
Application number: CN202211056430.6A
Authority: CN
Inventors: 张毫; 吴海英; 罗仕杰; 赵飞; 石硕; 蒋宁
Original assignee: Mashang Xiaofei Finance Co Ltd
Current assignee: Mashang Xiaofei Finance Co Ltd
Priority date: 2022-08-31
Filing date: 2022-08-31
Publication date: 2023-05-16

Abstract

The embodiment of the application provides an information processing method and device, after a candidate user list to be processed from a plurality of source channels is obtained, non-target push users in N candidate push users are filtered based on a preset filtering rule engine to obtain P target push users, and then target push services and designated seat terminals distributed for the target push users are determined based on target reference information of the target push users; and then generating a list of users to be pushed based on the target pushing service and the designated agent terminals corresponding to the P target pushing users respectively, wherein each designated agent terminal can purposefully push the service to the target pushing user allocated to each designated agent terminal, so that the pertinence and the accuracy of the service pushing can be improved, the user answering experience can be improved, and the problem of wasting agent resources caused by taking the user with the risk level larger than the preset threshold value as the target pushing user can be avoided, so that the agent personnel utilization rate can be improved.

Description

Information processing method and device

Technical Field

The application relates to the technical field of intelligent outbound centers, in particular to an information processing method and device.

Background

At present, with the rapid development of the intelligent outbound center, the communication cost between customer service personnel (i.e. seat personnel) and clients (i.e. target users) can be greatly reduced through the intelligent outbound center. In the intelligent outbound system, outbound user lists are randomly distributed to the seat personnel, and then the seat personnel push the service to the target user through the seat terminal based on the respective dialing user lists; however, in the prior art, not only the outbound user list is randomly allocated, but also the seat personnel generally push a certain service to the target user randomly according to the artificial experience, so that the problems of poor pertinence and low accuracy of service push are caused.

Disclosure of Invention

The embodiment of the application aims to provide an information processing method and device, which not only can improve the pertinence and accuracy of service pushing so as to improve user answering experience, but also can avoid the problem of wasting seat resources caused by pushing users with risk levels larger than a preset threshold as targets, thereby improving the utilization rate of seat personnel.

In order to achieve the above technical solution, the embodiments of the present application are implemented as follows:

in a first aspect, an embodiment of the present application provides an information processing method, where the method includes:

Acquiring a candidate user list to be processed; the candidate user list comprises N candidate pushing users from a plurality of source channels, wherein N is an integer greater than 1;

filtering non-target push users in the N candidate push users based on a preset filtering rule engine to obtain P target push users; p is an integer greater than 1 and less than N;

determining target push services and designated seat terminals distributed to the target push users based on target reference information of each target push user; the target reference information comprises a source channel identifier of the target pushing user;

generating a user list to be pushed based on target pushing service corresponding to each target pushing user and a designated seat terminal; the user list to be pushed comprises outbound user sub-lists of the seat terminals.

In a second aspect, an embodiment of the present application provides an information processing apparatus, including:

the list acquisition module is used for acquiring a candidate user list to be processed; the candidate user list comprises N candidate pushing users from a plurality of source channels, wherein N is an integer greater than 1;

the first determining module is used for filtering non-target pushing users in the N candidate pushing users based on a preset filtering rule engine to obtain P target pushing users; p is an integer greater than 1 and less than N;

The second determining module is used for determining the target pushing service distributed to the target pushing user and the designated seat terminal based on the target reference information of each target pushing user; the target reference information comprises a source channel identifier of the target pushing user;

the list generation module is used for generating a user list to be pushed based on target pushing services corresponding to the target pushing users and the designated agent terminal; the user list to be pushed comprises outbound user sub-lists of the seat terminals.

In a third aspect, an embodiment of the present application provides an information processing apparatus, including:

a processor; and a memory arranged to store computer executable instructions configured to be executed by the processor, the executable instructions comprising steps for performing the method as described in the first aspect.

In a fourth aspect, embodiments of the present application provide a storage medium storing computer executable instructions that cause a computer to perform the steps of the method as described in the first aspect.

It can be seen that in the embodiment of the present application, after obtaining a list of candidate users to be processed from multiple source channels, filtering non-target push users in N candidate push users based on a preset filtering rule engine to obtain P target push users, and determining a target push service and a designated seat terminal allocated to the target push users based on target reference information of the target push users; then generating a user list to be pushed based on the target pushing service and the appointed seat terminals corresponding to the P target pushing users respectively, so that each appointed seat terminal can carry out service pushing to the target pushing users in a targeted manner; in the process of determining the list of users to be pushed, non-target pushing users are filtered on the list of candidate users, and target pushing services and appointed seat terminals are allocated to target pushing users screened by risk filtering, so that the pertinence and accuracy of service pushing can be improved, user answering experience is improved, the problem that seat resources are wasted due to the fact that users with risk levels larger than a preset threshold are used as target pushing users can be avoided, and the utilization rate of seat personnel is improved.

Drawings

In order to more clearly illustrate the embodiments of the present application or the technical solutions in the prior art, the drawings that are required in the embodiments or the description of the prior art will be briefly described below, it being obvious that the drawings in the following description are only some embodiments described in one or more of the present application, and that other drawings may be obtained according to these drawings without inventive effort to a person of ordinary skill in the art.

Fig. 1 is a schematic view of an application scenario of an information processing system according to an embodiment of the present application;

fig. 2 is a schematic flow chart of a first information processing method according to an embodiment of the present application;

fig. 3 is a schematic flow chart of a second information processing method according to an embodiment of the present application;

fig. 4 is a schematic diagram of a first implementation principle of the information processing method provided in the embodiment of the present application;

fig. 5 is a schematic diagram of a second implementation principle of the information processing method provided in the embodiment of the present application;

fig. 6 is a schematic block diagram of an information processing apparatus according to an embodiment of the present application;

fig. 7 is a schematic structural diagram of an information processing apparatus according to an embodiment of the present application.

Detailed Description

In order to better understand the technical solutions in one or more embodiments of the present application, the following description will clearly and completely describe the technical solutions in embodiments of the present application with reference to the drawings in embodiments of the present application, and it is obvious that the described embodiments are only one or more of some embodiments of the present application, not all embodiments. All other embodiments, which can be made by one or more of the embodiments of the present application without inventive faculty, are intended to be within the scope of the present application.

It should be noted that, without conflict, one or more embodiments of the present application and features of the embodiments may be combined with each other. Embodiments of the present application will be described in detail below with reference to the accompanying drawings in conjunction with the embodiments.

One or more embodiments of the present application provide an information processing method and apparatus, considering that each candidate pushing user in a candidate user list is directly taken as a target pushing user, if a risk level exists in the candidate user list for users with a risk level greater than a preset threshold, there is a problem of seat resource waste, considering that there may be a certain difference in actual demands of candidate pushing users from multiple sources, if an agent person manually selects a service to be pushed to the target pushing user by experience, there is a problem that service pushing accuracy is low due to influence of human factors, and considering that if the target pushing user is randomly allocated to the agent person, there is a problem that user answering experience is poor due to mismatching of seat service capability and user importance level, even there is a possibility of important user loss, based on the problem, the technical scheme filters non-target pushing users in N candidate pushing users based on preset filtering rule engines after obtaining candidate pushing users from multiple sources, obtains P target pushing users, and determines target pushing service allocation for the target pushing users based on target pushing reference information of the target pushing users; then generating a user list to be pushed based on the target pushing service and the appointed seat terminals corresponding to the P target pushing users respectively, so that each appointed seat terminal can carry out service pushing to the target pushing users in a targeted manner; in the process of determining the list of users to be pushed, non-target pushing users are filtered on the list of candidate users, and target pushing services and appointed seat terminals are allocated to target pushing users screened by risk filtering, so that the pertinence and accuracy of service pushing can be improved, user answering experience is improved, the problem that seat resources are wasted due to the fact that users with risk levels larger than a preset threshold are used as target pushing users can be avoided, and the utilization rate of seat personnel is improved.

Fig. 1 is a schematic application scenario diagram of an information processing system according to an embodiment of the present application, as shown in fig. 1, where the system includes: the client can be a mobile terminal such as a smart phone, a tablet computer and the like, and can also be terminal equipment such as a personal computer and the like; the specific process of the information processing is as follows:

after obtaining a candidate user list to be processed, if the candidate user list comprises N candidate pushing users from a plurality of source channels, filtering non-target pushing users in the N candidate pushing users based on a preset filtering rule engine to obtain P target pushing users; wherein N is an integer greater than 1, and P is an integer greater than 1 and less than N;

the background server determines target pushing services distributed to target pushing users and designated seat terminals based on target reference information of each target pushing user; the target reference information comprises a source channel identifier of a target pushing user;

The background server generates a user list to be pushed based on target pushing business corresponding to each target pushing user and a designated seat terminal; the user list to be pushed comprises outbound user sub-lists of the seat terminals;

and the agent terminal receives the outbound user sub-list sent by the background server and performs outbound on the client allocated to each target push user based on the outbound user sub-list, so that the agent personnel push the target push service to the target candidate users.

Specifically, fig. 2 is a first flowchart of an information processing method according to one or more embodiments of the present application, where the method in fig. 2 can be executed by the background server in fig. 1, and as shown in fig. 2, the method at least includes the following steps S202 to S208:

s202, acquiring a candidate user list to be processed; the candidate user list comprises N candidate pushing users from a plurality of source channels, wherein N is an integer greater than 1;

specifically, for an application scenario of the outbound push service, a candidate user list is firstly obtained based on a plurality of user source channels, wherein the candidate user list can comprise basic information records corresponding to N candidate push users respectively, each basic information record comprises a plurality of information fields, for example, a push information record corresponding to a candidate push user a can comprise at least one information field in a user identifier a (such as a mobile phone number or a device number), a source channel identifier x and user attribute information;

In the implementation, aiming at the acquisition process of the candidate user list, as long as a certain user is detected to trigger any preset access scene, the user is used as a candidate pushing user, and a candidate user list containing N candidate pushing users is formed; wherein each preset access scene is used as a user source channel (i.e. each user source channel corresponds to a preset access entry), for example, the user downloads a preset application (such as an application providing loan service or an online shopping application) corresponding to the source channel identifier x1; for another example, the user accesses a preset information item (such as a displayed advertisement link) on an associated application (such as a payment application, an information class application) of the preset application, corresponding to the source channel identifier x2; for another example, the user searches for specified keywords on a preset search engine, and the like, corresponding to the source channel identifier x3; and then summarizing candidate pushing users coming from a plurality of user source channels to obtain a candidate user list to be processed.

S204, filtering non-target push users in the N candidate push users based on a preset filtering rule engine to obtain P target push users; wherein P is an integer greater than 1 and less than N;

The preset filtering rule engine may be an engine including a preset filtering rule set, and is configured to automatically identify whether the candidate pushing user is a non-target pushing user with a risk level greater than a preset threshold based on the preset filtering rule set and attribute information of the candidate pushing user; the preset filtering rule may include at least one of refusing service application in a certain historical time period, logging out a user registered account, having an age not within a preset range, and having an available quota smaller than a preset threshold, and may be set according to actual service needs, without affecting the protection scope of the application.

Specifically, after the candidate user list is obtained, risk filtering is carried out on N candidate pushing users in the candidate user list, M non-target pushing users with risk levels larger than a preset threshold are filtered out, P target pushing users are screened out, and M is an integer larger than 0 and smaller than N; in the implementation, candidate pushing users except for the M non-target pushing users in the candidate user list can be directly used as P target pushing users, namely, the sum of M and P is equal to N, and secondary filtering can be performed on the candidate pushing users except for the M non-target pushing users in the candidate user list to obtain P target pushing users, namely, the sum of M and P is smaller than N.

In order to further improve accuracy of the finally determined P target pushing users, secondary filtering may be performed on candidate pushing users except for the M non-target pushing users in the candidate user list to obtain the finally determined P target pushing users, specifically, in S204, filtering, based on a preset filtering rule engine, the non-target pushing users in the N candidate pushing users to obtain the P target pushing users, where the filtering specifically includes: firstly, filtering M non-target push users in the N candidate push users based on a preset filtering rule engine; then, based on user attribute information of the candidate pushing users and a preset spam rule, spam filtering is carried out on the (N-M) candidate pushing users so as to determine P target pushing users in the (N-M) candidate pushing users; namely, aiming at (N-M) candidate pushing users except M non-target pushing users, performing spam rule filtering based on user attribute information of the candidate pushing users, and if the spam filtering result is that the user attribute information is matched with at least one spam rule, determining the candidate pushing users as the non-target pushing users; if the spam filtering result is that the user attribute information is not matched with any spam rule, determining the candidate pushing user as a target pushing user; that is, the remaining (N-M) candidate pushing users are screened according to the preset filtering rule engine, instead of directly determining the (N-M) candidate pushing users as P target pushing users, the (N-M) candidate pushing users are filtered again according to the spam rule, and only the candidate pushing users which are filtered by the spam rule are used as target pushing users, so that non-target pushing users which do not meet the preset requirement in the (N-M) candidate pushing users can be filtered further; the spam rule may include an age limit rule, a credit limit rule, an available limit rule, and the like, and may be set according to actual service needs, without affecting the protection scope of the present application.

In addition, in the implementation, the key pushing users in the N candidate pushing users may be determined based on the user identifiers of the candidate pushing users, where the key pushing users may include at least one of stock users with service pushing success times greater than a preset threshold and users with credits greater than the preset threshold, and the key pushing users are directly determined as target pushing users, that is, the risk filtering process by using a preset filtering rule engine is not required to be executed for the key pushing users, and the risk filtering process by using the preset filtering rule engine is only required to be executed for the non-key pushing users, that is, the non-target pushing users in the non-key pushing users in the N candidate pushing users are filtered based on the preset filtering rule engine, so that P target pushing users are obtained, and the filtering efficiency of the target pushing users can be improved.

S206, determining the target push service and the designated seat terminal distributed to the target push users based on the target reference information of each target push user; the target reference information comprises a source channel identifier of the target pushing user;

specifically, after screening to obtain P target pushing users in a candidate user list, the P target pushing users are not directly allocated to X seat personnel at random, but target pushing services and designated seat terminals matched with the target pushing users are allocated to the target pushing users by combining target reference information of the target pushing users; in specific implementation, the target pushing service corresponding to each target pushing user can be determined based on a pre-stored first corresponding relation, wherein the first corresponding relation comprises a corresponding relation between a source channel identifier and a service identifier to be pushed, namely, the target pushing service corresponds to the source channel identifier of the target pushing user one by one; the method can also comprehensively determine the target pushing service corresponding to the target pushing user based on the source channel identification and other reference information of the target pushing user, namely the determining process of the target pushing service is related to the source channel identification of the target pushing user and other reference information (such as historical behavior data) of the target pushing user, so that the determining accuracy of the target pushing service can be further improved.

S208, generating a user list to be pushed based on target pushing business corresponding to each target pushing user and a designated seat terminal; the user list to be pushed comprises outbound user sub-lists of the seat terminals.

Specifically, after determining a target push service and a designated agent terminal for each target push user, a to-be-pushed user list may be obtained, where the to-be-pushed user list may include push information records corresponding to Y target push users respectively, where Y is equal to P or Y is less than P, and each push information record includes a plurality of information fields, for example, the push information record corresponding to the target push user b may include at least one information field of a user identifier b, a service identifier i of the target push service, an agent identifier j of the designated agent terminal, and user attribute information;

and then, the outbound user sub-lists allocated to the appointed agent terminals can be sent to the corresponding agent terminals, so that after the agent terminals receive the outbound user sub-lists, the intelligent outbound system can carry out outbound on the clients allocated to the target pushing users based on the outbound user sub-lists, and the agent personnel can push the target pushing service to the target candidate users.

In a specific implementation, in order to improve the risk filtering accuracy of the preset filtering rule engine, after filtering the non-target push users in the N candidate push users based on the preset filtering rule engine, the method further includes: based on the user identifications of the M non-target pushing users filtered at this time, updating a filtering rule set in the filtering rule engine, for example, if the filtering rule set comprises a forbidden user list, adding the user identifications of the non-target pushing users into the forbidden user list of the filtering rule engine, so that when the candidate user list acquired next time is filtered based on the preset filtering rule engine, the non-target pushing users can be automatically and rapidly filtered based on the user identifications, namely, the filtering rule set in the filtering rule engine is continuously updated based on the risk filtering results of the candidate user list acquired successively, and the filtering accuracy and the filtering efficiency of the filtering rule engine are improved.

In the embodiment of the application, after a candidate user list to be processed from a plurality of source channels is obtained, firstly, non-target pushing users in N candidate pushing users are filtered based on a preset filtering rule engine to obtain P target pushing users, and then, target pushing services and designated seat terminals distributed for the target pushing users are determined based on target reference information of the target pushing users; then generating a user list to be pushed based on the target pushing service and the appointed seat terminals corresponding to the P target pushing users respectively, so that each appointed seat terminal can carry out service pushing to the target pushing users in a targeted manner; in the process of determining the list of users to be pushed, non-target pushing users are filtered on the list of candidate users, and target pushing services and appointed seat terminals are allocated to target pushing users screened by risk filtering, so that the pertinence and accuracy of service pushing can be improved, user answering experience is improved, the problem that seat resources are wasted due to the fact that users with risk levels larger than a preset threshold are used as target pushing users can be avoided, and the utilization rate of seat personnel is improved.

Further, considering that the same candidate push user may be included in the different candidate user lists acquired in the previous and subsequent steps, in order to avoid repeating the call-out to the same user in a short time, thereby avoiding the same user repeatedly answering the seat push phone in a short time, further improving the user answering experience, based on this, the step S208 of generating the user list to be pushed based on the target push service and the designated seat terminal corresponding to each target push user specifically includes:

a1, generating an initial push user list based on target push services corresponding to target push users and a designated seat terminal; the initial pushing user list comprises pushing information records corresponding to P target pushing users respectively;

a2, generating a user list to be pushed based on the initial pushing user list and the historical pushing user list; the history push user list comprises a plurality of history push users determined based on a candidate user list acquired in a preset history time period, and the user list to be pushed does not comprise target push users included in the history push user list.

Specifically, after determining the target pushing service and the designated seat terminal for each target pushing user, a user list including the pushing information records corresponding to the P target pushing users respectively may be directly determined as a user list to be pushed; but considering that the same candidate pushing user may be contained in different candidate user lists acquired in advance, determining whether the target pushing user is contained in a history pushing user list for each target pushing user; if the target push user is included, the target push user is determined to be a historical push user, so that in order to avoid that the same user repeatedly receives the seat push phone in a short time, the target push user with the same user identification in the initial push user list and the historical push user list needs to be deleted, and the finally generated user list to be pushed does not comprise the target push users included in the historical push user list; if the initial push user list and the historical push user list contain target push users with the same user identification, the number of push information records included in the finally generated user list to be pushed is smaller than P, namely Y is smaller than P; if the initial push user list and the historical push user list do not contain target push users with the same user identification, the number of push information records included in the finally generated user list to be pushed is equal to P, namely Y is equal to P.

That is, if the same user corresponds to at least two push information records in the obtained initial candidate user list (i.e., a certain candidate push user triggers at least two preset access entries in a time period of generating the candidate user list to be processed currently), the candidate user list to be processed currently may be first subjected to the merging processing of the same user record, that is, a plurality of push information records of the same candidate push user are subjected to the merging processing, so as to obtain the candidate user list to be processed currently; however, considering that a new candidate user list is continuously acquired according to a preset time interval, the same candidate push user may be included in different candidate user lists (i.e., a certain candidate push user triggers different preset access entries in different time periods when different candidate user lists are generated, that is, the candidate push user triggers the preset access entry to a time node in different time periods), so in order to avoid repeatedly dialing a call to the same user in a short time, whether the initial push user list and the history push user list include target push users with the same user identifier or not needs to be judged, that is, whether a certain user is included in the history push user list in a short time, and then the target push user with the same user identifier as the history push user list in the initial push user list is deleted to obtain the target push user list to be pushed.

Further, considering that the source channels of the same user in different candidate user lists may be different, so that the target pushing service corresponding to the same target pushing user (i.e. the repeated pushing user) in the initial pushing user list and the historical pushing user list may be different, that is, it is explained that the target pushing user may be interested in any target pushing service, and may be interested in a plurality of target pushing services at the same time, and considering that the current processing state of the outbound pushing task corresponding to the repeated pushing user in the historical pushing user list may be incomplete or completed, therefore, for the case that the outbound pushing task of the repeated pushing user is incomplete, the target pushing service corresponding to the repeated pushing user in the initial pushing user list may be added to the historical pushing user list, so that in the execution process of the outbound pushing task corresponding to the repeated pushing user in the historical pushing user list, the seat personnel performs service pushing to the target pushing user based on the plurality of target pushing services corresponding to the repeated pushing user at the same time, based on the initial pushing user list and the historical pushing user list, and the seat post generating step A2 further includes:

Step A3, determining the current processing state of outbound push tasks corresponding to repeated push users in the initial push user list and the historical push user list;

specifically, determining target pushing users (i.e. repeated pushing users) belonging to the initial pushing user list and the historical pushing user list, and determining the current processing state of the outbound pushing task corresponding to the repeated pushing user in the historical pushing user list; the method comprises the steps that a target push service and a push information record which is assigned to a seat personnel and corresponds to a history push user list are determined for a certain user at a certain history time node, so that if a plurality of outbound user sub-lists in the history push user list are sent to corresponding seat terminals, the seat terminals can generate corresponding outbound push tasks, but the current processing state of the outbound push tasks can be incomplete or finished.

Step A4, if the current processing state of the outbound push task corresponding to the repeated push user in the history push user list is incomplete, judging whether the first push service and the second push service of the repeated push user are the same; the first pushing service comprises target pushing services of repeated pushing users in an initial pushing user list, and the second pushing service comprises target pushing services of repeated pushing users in a historical pushing user list;

And step A5, if the first pushing service is different from the second pushing service, updating the target pushing service of the repeated pushing user in the history pushing user list based on the first pushing service.

For example, a user triggers a preset access entry corresponding to different user source channels in a certain historical time period corresponding to a historical push user list and an information acquisition time period corresponding to a current candidate user list to be processed respectively, if a user a downloads a preset application in a certain historical time period corresponding to the historical push user list, and clicks an advertisement link on a payment device in the information acquisition time period corresponding to the current candidate user list to be processed, therefore, the candidate user list obtained later contains a user a, and because source channel identifiers are different, the automatically matched target push services may be different (such as a target push service 1 and a target push service 2), so as to avoid repeatedly making calls to the user a and ensure the accuracy of service pushing, the target push service 2 is added into a push service set of the user a in the historical push user list (i.e., the push service set corresponding to the user a includes the target push service 1 and the target push service 2).

Specifically, for each repeated pushing user, if the target pushing service of the repeated pushing user in the initial pushing user list is the same as any target pushing service of the repeated pushing user in the history pushing user list, deleting the pushing information record corresponding to the repeated pushing user in the initial pushing user list; if the target pushing service of the repeated pushing user in the initial pushing user list is different from all the target pushing services of the repeated pushing user in the historical pushing user list, the pushing information record corresponding to the repeated pushing user in the initial pushing user list is required to be deleted, and the target pushing service corresponding to the repeated pushing user in the initial pushing user list is required to be added into the historical pushing user list, namely, aiming at the same user, the newly determined target pushing service is added into a pushing service set of the user, so that when an agent dials a call for the user, the newly determined target pushing service and the historically determined target pushing service are pushed to the user together, thereby not only ensuring the service pushing accuracy, but also avoiding repeated dialing of the call for the same user by different agents in a short time.

In the implementation, as shown in fig. 3, a schematic diagram of a specific implementation principle of the information processing method is provided, which mainly includes:

filtering M non-target push users in the N candidate push users based on a preset filtering rule engine to obtain P target push users; wherein P is an integer greater than 1 and less than N;

generating an initial push user list based on target push services corresponding to each target push user and a designated seat terminal; the initial pushing user list comprises pushing information records corresponding to P target pushing users respectively;

deleting target pushing users (namely repeated pushing users) with the same user identification in the initial pushing user list and the historical pushing user list to obtain a user list to be pushed; the user list to be pushed comprises pushing information records corresponding to Y target pushing users respectively, namely the number Y of the pushing information records included in the user list to be pushed is smaller than P; if the current processing state of the outbound pushing task corresponding to the repeated pushing user in the history pushing user list is incomplete, updating a target pushing service aimed at the outbound pushing task corresponding to the repeated pushing user based on a first pushing service and a second pushing service of the repeated pushing user;

And sending the outbound user sub-lists of the appointed agent terminals in the user list to be pushed to the corresponding agent terminals.

Further, in order to perform the subsequent information processing operation based on the processing situation of the outbound push task corresponding to each target push user (for example, determining whether the target push service of the repeated push user needs to be updated based on the task processing state, and determining whether the target push service is included in the forbidden list based on the acceptance degree of the service push event by the target push user, etc.), after generating the to-be-pushed user list based on the target push service corresponding to each target push user and the designated agent terminal in S208, the method further includes:

step A6, the outbound user sub-list is sent to a corresponding seat terminal; the outbound user sub-list is used for indicating the agent terminal to generate outbound pushing tasks corresponding to each target pushing user, and displaying the outbound pushing tasks corresponding to the target pushing users responsible for the agent terminal on a visual interface;

and step A7, receiving task processing feedback information sent by the seat terminal aiming at the processed outbound pushing task, and executing corresponding information processing operation based on the received task processing feedback information.

Specifically, the user list to be pushed can be directly sent to the agent terminals of the X agent staff, the agent terminals determine the outbound user sub-lists allocated to each of the user lists to be pushed according to the agent identifiers j in the user lists to be pushed, or the server determines the outbound user sub-lists respectively corresponding to the X agent staff based on the agent identifiers j in the user lists to be pushed, and then sends the corresponding outbound user sub-lists to the agent terminals of the X agent staff respectively; then, the agent terminal generates outbound pushing tasks corresponding to target pushing users allocated to the agent terminal based on a plurality of pushing information records in the received outbound user sub-list, and displays a plurality of outbound pushing tasks corresponding to the outbound user sub-list on a visual interface; the agent terminal sends the task processing feedback information corresponding to the input operation to the server after detecting the input operation of the agent personnel for a certain outbound pushing task, and then the server executes corresponding information processing operation based on the task processing feedback information of the outbound pushing task corresponding to each target pushing user.

Specifically, the task processing feedback information may include feedback information indicating whether the outbound push task of the first target push user is processed, feedback information indicating whether there is an abnormality in the service push process to the target push user (for example, feedback information indicating the acceptance degree of the target push user to the target push service), and feedback information of other dimensions, based on which, in the step A7, a corresponding information processing operation is performed based on the received task processing feedback information, and specifically includes:

(1) If the task processing feedback information comprises first feedback information representing that the outbound push task of the first target push user is completed, updating the processing state of the outbound push task of the first target push user based on the first feedback information;

specifically, after the seat terminal detects the first input operation of the seat personnel, if the task processing feedback information corresponding to the first input operation is the first feedback information, the first feedback information is sent to the server, and then the server updates the processing state of the outbound pushing task of the first target pushing user based on the first feedback information of the outbound pushing task corresponding to each target pushing user; for example, if the plurality of information fields included in each push information record in the user list to be pushed include a task processing status field, updating the task processing status field of the push information record corresponding to the first target push user based on the first feedback information; thus, the processing state of the outbound push task corresponding to each target push user can be accurately determined based on the first feedback information returned by the seat terminal, and corresponding information processing operation is executed based on the current processing state of the outbound push task, for example, whether the target push business of the repeated push user needs to be updated is determined based on the current processing state of the outbound push task; for another example, the task processing completion condition of the seat personnel is determined based on the current processing state of the outbound push task, so as to identify whether task allocation is required to be performed on a certain seat personnel, and the like.

(2) If the task processing feedback information comprises second feedback information representing the acceptance degree of the target pushing user to the target pushing service, determining a second target pushing user with the acceptance degree of the outbound pushing task smaller than a preset threshold value based on the second feedback information; and updating a filtering rule set in a preset filtering rule engine based on the user identification information of the second target push user.

Specifically, after the second input operation of the seat personnel is detected, the seat terminal determines second feedback information corresponding to the second input operation, and the second feedback information is sent to the server, then the server determines a second target pushing user with the receiving degree of the outbound pushing task smaller than a preset threshold value based on the second feedback information, and updates a filtering rule set in a preset filtering rule engine based on user identification information of the second target pushing user; and/or updating task processing detail information of the outbound pushing task of the target pushing user based on second feedback information of the outbound pushing task corresponding to each target pushing user; for example, if the plurality of information fields included in each push information record in the user list to be pushed include task processing detail fields, updating the task processing detail fields of the push information record corresponding to the target push user based on the second feedback information; the receiving degree of the outbound pushing task by each target pushing user can be accurately determined based on the second feedback information returned by the seat terminal, so that corresponding information processing operation is executed based on task processing detail information corresponding to the target pushing user, for example, whether user identification information of the target pushing user is added to a forbidden user list of the filtering rule engine is determined based on the task processing detail information corresponding to the target pushing user; as another example, it is determined whether to return the target push user as a key point, or the like, based on task processing detail information corresponding to the target push user.

As shown in fig. 4, for example, after a person in an agent dials a call to a target push user corresponding to a certain outbound push task, a first control indicating whether the task is completed is checked, so that even if the outbound push task is already allocated to a designated agent terminal, it is possible to distinguish in time which outbound push tasks are processed and which are unprocessed; for another example, after the agent personnel finishes dialing a call to a target push user corresponding to a certain outbound push task, the agent personnel selects a target option corresponding to the user acceptance degree from a plurality of drop-down options of the second control, so that the acceptance degree of the target push user to the outbound push task can be more intuitively and rapidly determined.

Further, considering that there may be an irregular behavior that the agent does not perform service pushing according to the target pushing service allocated to the target pushing user, in order to effectively monitor the service pushing process of the agent, after the step A6, the sending the outbound user sub-list to the corresponding agent terminal further includes:

if the processing state of the outbound pushing task corresponding to the target pushing user is finished, acquiring call voice information corresponding to the outbound pushing task;

Performing text conversion processing on the acquired call voice information to obtain call text information;

if the converted call text information is not matched with the target push service aimed at by the outbound push task, generating push abnormal prompt information, and sending the push abnormal prompt information to a corresponding seat terminal.

Specifically, through carrying out text conversion processing on call voice information corresponding to an outbound push task to obtain corresponding call text information, effective supervision on the service push process of the seat personnel can be realized, and the seat personnel is prevented from carrying out service push according to a target push service matched with a target push user, so that the seat personnel is used as a basis for verifying whether illegal behaviors exist or not, and the seat personnel is prevented from intensively pushing the service easier to push.

In the embodiment of the application, in the process of generating the user list to be pushed, non-target pushing user filtering is performed on the candidate user list, and then target pushing service and a designated seat terminal are distributed for target pushing users screened by risk filtering; and then, displaying an outbound pushing task corresponding to the target pushing user on a visual interface of the agent terminal, returning corresponding task processing feedback information by the agent terminal based on the input operation of the outbound pushing task by the agent personnel, and matching the call text information with the target pushing service, so that the whole course tracking and directional service pushing before (i.e. during and after the processing of the outbound pushing task is realized, and the service which is better pushed by a plurality of agents is avoided.

In the implementation, after the call text information is obtained based on the call voice information conversion, whether the call voice information corresponding to the outbound push task is matched with the target push service or not can be determined based on the call text information corresponding to the outbound push task, and whether push abnormal prompt information is generated or not is further determined; the user response category of the target push user can also be determined based on the call text information corresponding to the outbound push task, for example, the user response category can comprise agreement, consideration, or rejection, and for example, the user response category can also comprise high interest, consideration, disinterest, or dislike; and then, determining the ratio of the user response categories of the P target pushing users in the candidate user list based on the user response categories of the target pushing users, or taking the user response category of the target pushing users in the history pushing user list as one item of reference information in the target reference information of the target pushing business corresponding to the P target pushing users in the candidate user list to be processed.

Specifically, aiming at the process of matching the call text information with the target push service, the call text information can be directly compared with the target push service to obtain a matching result of the call text and the push service; in order to improve the matching efficiency and accuracy of the call text information and the target push service, a first recognition model can be trained in advance, call text information corresponding to a certain outbound push task is input into the trained first recognition model to obtain a predicted push service, and if the predicted push service is different from the target push service, the converted call text information is determined to be not matched with the target push service aimed at by the outbound push task;

Specifically, for the process of determining the user response category of the target push user based on the call text information corresponding to the outbound push task, call keywords can be directly extracted from the call text information, and the user response category of the target push user is determined based on the call keywords; in order to improve the determination efficiency and accuracy of the user response category, a second recognition model can be obtained through pre-training, and call text information corresponding to a certain outbound pushing task is input into the trained second recognition model to obtain the user response category;

in addition, it should be noted that the user response category may be determined based on call text information corresponding to the outbound push task; the second feedback information characterizes the receiving degree of the target push user to the target push service, that is, the second feedback information has a certain corresponding relation with the user response type, so the user response type may also be determined based on the second feedback information, specifically, the corresponding relation between the receiving degree of the target push user to the target push service and the user response type may be pre-stored, for example, the receiving degree is located in a first interval value, the corresponding user response type is agreeing, the receiving degree is located in a second interval value, the corresponding user response type is considered, the receiving degree is located in a third interval value, and the corresponding user response type is rejecting.

Further, considering that the situation that the user attribute information of the target push user may change, for example, taking the loan service as an example, for example, the credit information of the target push user changes, the amount to be returned of the target push user changes, for example, taking the online shopping service as an example, for example, the receiving address of the target push user changes, the post-payment available amount of the target push user changes, and the like, based on this, after sending the outbound user sub-list to the corresponding agent terminal in the step A6, the method further includes:

acquiring user attribute change information of a third target pushing user; if the processing state of the outbound push task corresponding to the third target push user is incomplete, determining whether the third target push user is changed into a non-target push user or not based on the user attribute change information and a preset filtering rule engine;

if the judgment result is yes, sending task deletion prompt information to a designated seat terminal corresponding to the third target push user; the task deletion prompt information is used for indicating the appointed seat terminal to delete the outbound pushing task corresponding to the third target pushing user on the visual interface.

Specifically, after determining that the target pushing user is changed into a non-target pushing user based on the latest user attribute change information, if the outbound user sub-list is not sent to the corresponding seat terminal, directly deleting the pushing information record corresponding to the target pushing user in the user to be pushed list; if the outbound user sub-list is sent to the corresponding seat terminal and the processing state of the outbound push task corresponding to the target push user is incomplete, the appointed seat terminal can be triggered timely to delete the outbound push task corresponding to the target push user, so that even if the outbound user sub-list is sent to the corresponding seat terminal and the corresponding outbound push task is generated at the seat terminal, the seat terminal can be triggered timely to delete the outbound push task which is changed into a non-target push user by the target push user due to the change of the user attribute, service push to the user is stopped, and the accuracy of service push is further improved.

In a specific implementation, the outbound push task may adopt a deletion mode without awareness of the agent, however, considering that it is also possible that during the conversation between the agent and the user (i.e. during the processing of the outbound push task), it is determined that the target push user becomes a non-target push user, and therefore, after determining that the third target push user becomes a non-target push user, the method further includes: determining the risk level of the third target pushing user based on the user attribute change information, and generating user risk prompt information based on the risk level of the third target pushing user; the user risk prompt information is used for indicating a specified agent terminal to prompt an agent person to change a third target push user into a non-target push user according to a preset prompt mode on a visual interface, wherein the preset prompt mode is related to at least one of prompt strength and prompt duration corresponding to a risk level based on the third target push user so as to bring importance to the agent person and inform the deletion reason of a corresponding outbound push task; in addition, if it is determined that the third target push user is still the target push user and the current period belongs to the willingness answering period of the third target push user, task processing prompt information can be sent to a designated seat terminal corresponding to the third target push user; the task processing prompt information is used for indicating the appointed seat terminal to prompt the user to process the outbound pushing task corresponding to the third target pushing user in a countdown prompt mode on the visual interface.

Further, in order to improve the distribution accuracy of the target push service and the designated seat terminal corresponding to the target push user, aiming at the determination process of the target push service and the designated seat terminal, the target reference information not only comprises the source channel identifier of the target push user, but also can comprise the user characteristic data and the historical behavior data of the target push user;

correspondingly, the step S206 of determining, based on the target reference information of each target push user, the target push service and the designated agent terminal allocated to the target push user specifically includes:

step B1, determining a target push service of a target push user based on a source channel identifier and historical behavior data of the target push user;

specifically, the first implementation manner is that a first alternative pushing service is determined based on the first corresponding relation and the source channel identifier of the target pushing user, a second alternative pushing service is determined based on historical behavior data of the target pushing user, and the target pushing service of the target pushing user is determined based on the first alternative pushing service and the second alternative pushing service; the second alternative pushing service may be obtained by inputting historical behavior data of the target pushing user into a pre-trained third recognition model, and the target pushing service of the target pushing user may include a union or intersection of the first alternative pushing service and the second alternative pushing service; the second implementation mode is that a second corresponding relation between the source channel identification and the historical behavior data and the service identification to be pushed is pre-stored, and then the target pushing service of the target pushing user is determined based on the second corresponding relation, the source channel identification and the historical behavior data of the target pushing user; the third implementation mode is that the source channel identification and the historical behavior data of the target pushing user are input into a fourth recognition model trained in advance to carry out pushing service matching, and the target pushing service of the target pushing user is obtained.

And step B2, determining the user importance level of the target push user based on the source channel identification and the user characteristic data of the target push user, and determining a designated seat terminal corresponding to the business service level matched with the user importance level.

Specifically, a first user level may be determined based on a correspondence between a source channel identifier and a user importance level, and a source channel identifier of a target pushing user, a second user level may be determined based on user feature data of the target pushing user, and a user importance level of the target pushing user may be determined based on the first user level and the second user level; the second user level may be obtained by inputting user characteristic data of the target push user into a pre-trained sixth recognition model, and the user importance level of the target push user may include a highest user level or a lowest user level of the first user level and the second user level; the source channel identification and the user characteristic data of the target pushing user can be directly input into a pre-trained seventh identification model to conduct user grade prediction, so that the user importance grade of the target pushing user is obtained; then, based on the third corresponding relation and the user importance level of the target pushing user, determining the service grade of the seat terminal; and selecting a designated seat terminal allocated for the target push user from the seat terminals with the business service grade.

Further, the target reference information may include not only a source channel identifier, user characteristic data, and historical behavior data of the target pushing user; considering that the associated characteristic information of the preset access portal corresponding to the user source channel triggered by the target pushing user can reflect the service type of interest of the user, the target reference information can further comprise the associated characteristic information of the preset access portal triggered by the target pushing user; the associated feature information may include at least one of an application type to which the preset access portal belongs and a page content to which the preset access portal belongs, for example, if the user accesses a preset advertisement link on a certain news reading application, the application type to which the preset access portal belongs is an information type, and the page content to which the preset access portal belongs includes a current page content for displaying the preset advertisement link; specifically, taking the first implementation manner as an example, taking each item of target reference information as a push service matching dimension, and determining a target push service based on alternative push services respectively corresponding to the push service matching dimensions; the target push service allocated to the target push user is determined based on the first candidate push service, the second candidate push service and the third candidate push service, the third candidate push service is determined based on the associated characteristic information of the preset access entrance triggered by the target push user, for example, the associated characteristic information of the target push user is input into a fifth recognition model after being trained in advance, and the target push service of the target push user can comprise a union or intersection of the first candidate push service, the second candidate push service and the third candidate push service.

Furthermore, the target reference information may further include a user response category of the target pushing user, in which the target pushing user and an associated user of the target pushing user (i.e., other target pushing users having a certain association relationship with the target pushing user) have a certain similarity to a user response category of the service pushing event; the method comprises the steps that the associated user of a target push user is determined based on pre-built user association relation graph data, wherein the user association relation graph data comprises a plurality of user nodes and connection edges between the user nodes with association relations under preset association dimensions, and the associated user of the target push user comprises at least one of a first-degree associated user, a second-degree associated user and a third-degree associated user; specifically, taking the first implementation manner as an example, taking each item of target reference information as a push service matching dimension, and determining a target push service based on alternative push services respectively corresponding to the push service matching dimensions; that is, the target push service allocated to the target push user is determined based on the first candidate push service, the second candidate push service, and the fourth candidate push service is determined based on the target push service corresponding to the associated user whose user response class is a preset response class, where the preset response class includes a user response class that characterizes that the user's acceptance of the target push service is greater than a preset threshold, for example, agrees, needs to be considered, is very interested, is interested, needs to be considered, for example, the target push service that is interested by most of the associated users is determined as the fourth candidate push service of the target push user.

In the embodiment provided by the application, the target reference information includes first reference information for determining a target push service and second reference information for determining a designated seat terminal, where the first reference information includes at least one of a source channel identifier of a target push user, historical behavior data, associated feature information of a triggered preset access entry, and a user response category of the associated user, and the second reference information includes at least one of a source channel identifier of the target push user and user feature data; because the target pushing service and the appointed seat terminal corresponding to the target pushing user are automatically determined based on the multidimensional reference information, the accuracy of the target pushing service and the appointed seat terminal is further improved.

In a specific implementation, as shown in fig. 5, another schematic diagram of another specific implementation principle of the above information processing method is provided, which is used for determining that the first reference information of the target push service includes a source channel identifier of the target push user, historical behavior data, triggered associated feature information of a preset access portal, and a user response class of the associated user, and the second reference information used for determining that the specified agent terminal includes a source channel identifier of the target push user and user feature data, where on the basis of fig. 3, the determining, based on the target reference information of each target push user, the target push service and the specified agent terminal allocated to the target push user specifically includes:

Determining a first alternative pushing service for each target pushing user based on a source channel identifier of the target pushing user; determining a second alternative pushing service based on the historical behavior data of the target pushing user; determining a third alternative pushing service based on the associated characteristic information of a preset access entry triggered by the target pushing user; determining a fourth alternative push service based on the user response category of the associated user of the target push user;

determining a target push service allocated to a target push user based on the first candidate push service, the second candidate push service, the third candidate push service and the fourth candidate push service;

determining a first user grade based on the source channel identification of the target push user; determining a second user grade based on the user characteristic data of the target push user; and determining the user importance level of the target push user based on the first user level and the second user level, and determining a designated seat terminal corresponding to the business service level matched with the user importance level.

According to the information processing method, after a candidate user list to be processed from a plurality of source channels is obtained, non-target pushing users in N candidate pushing users are filtered based on a preset filtering rule engine to obtain P target pushing users, and then target pushing services and designated seat terminals distributed for the target pushing users are determined based on target reference information of the target pushing users; then generating a user list to be pushed based on the target pushing service and the appointed seat terminals corresponding to the P target pushing users respectively, so that each appointed seat terminal can carry out service pushing to the target pushing users in a targeted manner; in the process of determining the list of users to be pushed, non-target pushing users are filtered on the list of candidate users, and target pushing services and appointed seat terminals are allocated to target pushing users screened by risk filtering, so that the pertinence and accuracy of service pushing can be improved, user answering experience is improved, the problem that seat resources are wasted due to the fact that users with risk levels larger than a preset threshold are used as target pushing users can be avoided, and the utilization rate of seat personnel is improved.

The embodiment of the present application further provides an information processing apparatus, based on the same technical concept, corresponding to the information processing methods described in fig. 2 to 5, where fig. 6 is a schematic diagram of a first module composition of the information processing apparatus provided in the embodiment of the present application, where the apparatus is configured to execute the information processing methods described in fig. 2 to 5, and as shown in fig. 6, the apparatus includes:

a list acquisition module 602, configured to acquire a candidate user list to be processed; the candidate user list comprises N candidate pushing users from a plurality of source channels, wherein N is an integer greater than 1;

a first determining module 604, configured to filter, based on a preset filtering rule engine, non-target push users among the N candidate push users to obtain P target push users; p is an integer greater than 1 and less than N;

a second determining module 606, configured to determine, based on target reference information of each target push user, a target push service allocated to the target push user and a designated agent terminal; the target reference information comprises a source channel identifier of the target pushing user;

the list generation module 608 is configured to generate a user list to be pushed based on the target push service corresponding to each target push user and the designated agent terminal; the user list to be pushed comprises outbound user sub-lists of the seat terminals.

After obtaining a candidate user list to be processed from a plurality of source channels, the information processing device in the embodiment of the application filters non-target pushing users in N candidate pushing users based on a preset filtering rule engine to obtain P target pushing users, and then determines target pushing services and designated seat terminals allocated to the target pushing users based on target reference information of the target pushing users; then generating a user list to be pushed based on the target pushing service and the appointed seat terminals corresponding to the P target pushing users respectively, so that each appointed seat terminal can carry out service pushing to the target pushing users in a targeted manner; in the process of determining the list of users to be pushed, non-target pushing users are filtered on the list of candidate users, and target pushing services and appointed seat terminals are allocated to target pushing users screened by risk filtering, so that the pertinence and accuracy of service pushing can be improved, user answering experience is improved, the problem that seat resources are wasted due to the fact that users with risk levels larger than a preset threshold are used as target pushing users can be avoided, and the utilization rate of seat personnel is improved.

It should be noted that, the embodiments of the information processing apparatus and the embodiments of the information processing method in the present application are based on the same inventive concept, so that the specific implementation of this embodiment may refer to the implementation of the corresponding information processing method, and the repetition is not repeated.

Further, according to the methods shown in fig. 2 to 5, based on the same technical concept, the embodiments of the present application further provide an information processing apparatus for performing the above-described information processing method, as shown in fig. 7.

The information processing apparatus may include one or more processors 701 and a memory 702, and one or more storage applications or data may be stored in the memory 702, which may vary widely depending on configuration or performance. Wherein the memory 702 may be transient storage or persistent storage. The application programs stored in the memory 702 may include one or more modules (not shown), each of which may include a series of computer-executable instructions for use in an information processing device. Still further, the processor 701 may be arranged to communicate with a memory 702 and execute a series of computer executable instructions in the memory 702 on an information processing device. The information handling device may also include one or more power supplies 703, one or more wired or wireless network interfaces 704, one or more input/output interfaces 705, one or more keyboards 706, and the like.

In a specific embodiment, an information processing apparatus includes a memory, and one or more programs, wherein the one or more programs are stored in the memory, and the one or more programs may include one or more modules, and each module may include a series of computer-executable instructions for the information processing apparatus, and configured to be executed by one or more processors, the one or more programs including computer-executable instructions for:

After obtaining a candidate user list to be processed from a plurality of source channels, the information processing device in the embodiment of the application filters non-target pushing users in N candidate pushing users based on a preset filtering rule engine to obtain P target pushing users, and then determines target pushing services and designated seat terminals distributed to the target pushing users based on target reference information of the target pushing users; then generating a user list to be pushed based on the target pushing service and the appointed seat terminals corresponding to the P target pushing users respectively, so that each appointed seat terminal can carry out service pushing to the target pushing users in a targeted manner; in the process of determining the list of users to be pushed, non-target pushing users are filtered on the list of candidate users, and target pushing services and appointed seat terminals are allocated to target pushing users screened by risk filtering, so that the pertinence and accuracy of service pushing can be improved, user answering experience is improved, the problem that seat resources are wasted due to the fact that users with risk levels larger than a preset threshold are used as target pushing users can be avoided, and the utilization rate of seat personnel is improved.

Further, in correspondence to the methods shown in fig. 2 to 5, based on the same technical concept, the embodiments of the present application further provide a storage medium, which is used to store computer executable instructions, and in a specific embodiment, the storage medium may be a U disc, an optical disc, a hard disk, etc., where the computer executable instructions stored in the storage medium can implement the following flow when executed by a processor:

When being executed by a processor, the computer executable instructions stored by the storage medium in the embodiment of the application firstly filter non-target pushing users in N candidate pushing users based on a preset filtering rule engine after obtaining a candidate user list to be processed from a plurality of source channels, obtain P target pushing users, and then determine target pushing services and designated seat terminals allocated to the target pushing users based on target reference information of the target pushing users; then generating a user list to be pushed based on the target pushing service and the appointed seat terminals corresponding to the P target pushing users respectively, so that each appointed seat terminal can carry out service pushing to the target pushing users in a targeted manner; in the process of determining the list of users to be pushed, non-target pushing users are filtered on the list of candidate users, and target pushing services and appointed seat terminals are allocated to target pushing users screened by risk filtering, so that the pertinence and accuracy of service pushing can be improved, user answering experience is improved, the problem that seat resources are wasted due to the fact that users with risk levels larger than a preset threshold are used as target pushing users can be avoided, and the utilization rate of seat personnel is improved.

It should be noted that, the embodiments related to the storage medium and the embodiments related to the information processing method in the present application are based on the same inventive concept, so the specific implementation of this embodiment may refer to the implementation of the corresponding information processing method, and the repetition is not repeated.

The foregoing describes specific embodiments of the present application. Other embodiments are within the scope of the following claims. In some cases, the actions or steps recited in the claims can be performed in a different order than in the embodiments and still achieve desirable results. In addition, the processes depicted in the accompanying figures do not necessarily require the particular order shown, or sequential order, to achieve desirable results. In some embodiments, multitasking and parallel processing are also possible or may be advantageous.

It will be appreciated by those skilled in the art that embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present embodiments may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-readable 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 application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems) and computer program products according to embodiments of the application. It will be understood that each flow and/or block of the flowchart illustrations and/or block diagrams, and combinations of flows and/or blocks in the flowchart illustrations 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 one typical configuration, a computing device includes one or more processors (CPUs), input/output interfaces, network interfaces, and memory. The memory may include volatile memory in a computer-readable medium, random Access Memory (RAM) and/or nonvolatile memory, such as Read Only Memory (ROM) or flash memory (flash RAM). Memory is an example of computer-readable media.

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 storage media for a computer 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 Disks (DVD) or other optical storage, magnetic cassettes, magnetic disk storage or other magnetic storage devices, or any other non-transmission medium which can be used to store information that can be accessed by a computing device. Computer-readable media, as defined herein, does not include transitory computer-readable media (trans itory media), such as modulated data signals and carrier waves.

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 phrase "comprising one … …" does not exclude the presence of other like elements in a process, method, article or apparatus that comprises the element. Embodiments of the application may be described in the general context of computer-executable instructions, such as program modules, being executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc. that perform particular tasks or implement particular abstract data types. One or more embodiments of the present application may also be practiced in distributed computing environments where tasks are performed by remote processing devices that are linked through a communications network. In a distributed computing environment, program modules may be located in both local and remote computer storage media including memory storage devices.

All embodiments in the application are described in a progressive manner, and identical and similar parts of all embodiments are mutually referred, so that each embodiment mainly describes differences from other embodiments. In particular, for system embodiments, since they are substantially similar to method embodiments, the description is relatively simple, as relevant to see a section of the description of method embodiments. The foregoing description is by way of example only and is not intended to limit the present disclosure. Various modifications and changes may occur to those skilled in the art. Any modifications, equivalent substitutions, improvements, etc. that fall within the spirit and principles of the present document are intended to be included within the scope of the claims of the present document.

Claims

1. An information processing method, characterized in that the method comprises:

2. The method of claim 1, wherein the generating a list of users to be pushed based on the target push service and the designated agent terminal corresponding to each target push user comprises:

generating an initial push user list based on target push services corresponding to the target push users and a designated seat terminal;

generating a user list to be pushed based on the initial pushing user list and the historical pushing user list; the history pushing user list comprises a plurality of history pushing users determined based on a candidate user list acquired in a preset history time period, and the user list to be pushed does not comprise target pushing users included in the history pushing user list.

3. The method of claim 2, further comprising, after generating the list of users to be pushed based on the initial list of users to be pushed and the list of historical users to be pushed:

determining the current processing state of outbound push tasks corresponding to repeated push users in the initial push user list and the historical push user list;

if the current processing state is incomplete, judging whether the first pushing service and the second pushing service of the repeated pushing user are the same; the first push service comprises a target push service of the repeated push users in the initial push user list, and the second push service comprises a target push service of the repeated push users in the history push user list;

and if the target push service is different, updating the target push service of the repeated push users in the history push user list based on the first push service.

4. The method of claim 1, further comprising, after generating the list of users to be pushed based on the target push service and the designated agent terminal corresponding to each target push user:

the outbound user sub-list is sent to a corresponding seat terminal; the outbound user sub-list is used for indicating the seat terminal to generate outbound pushing tasks corresponding to each target pushing user, and displaying the outbound pushing tasks on a visual interface;

And receiving task processing feedback information sent by the seat terminal for the outbound pushing task, and executing corresponding information processing operation based on the task processing feedback information.

5. The method of claim 4, wherein the performing a respective information processing operation based on the task processing feedback information comprises:

if the task processing feedback information comprises first feedback information representing that the outbound push task of the first target push user is completed, updating the processing state of the outbound push task of the first target push user based on the first feedback information;

if the task processing feedback information comprises second feedback information representing the acceptance degree of the target pushing user to the target pushing service, determining a second target pushing user with the acceptance degree smaller than a preset threshold value based on the second feedback information; and updating the filtering rule set in the filtering rule engine based on the user identification information of the second target pushing user.

6. The method of claim 4, further comprising, after sending the outbound user sub-list to a corresponding agent terminal:

If the processing state of the outbound push task corresponding to the target push user is finished, acquiring call voice information corresponding to the outbound push task;

performing text conversion processing on the call voice information to obtain call text information;

if the call text information is not matched with the target push service aimed by the outbound push task, push abnormal prompt information is generated, and the push abnormal prompt information is sent to a corresponding seat terminal.

7. The method of claim 1, wherein the target reference information further comprises user characteristic data and historical behavior data of the target push user;

the determining, based on the target reference information of each target push user, the target push service and the designated agent terminal allocated to the target push user includes:

determining a target push service of the target push user based on the source channel identification and the historical behavior data of the target push user; the method comprises the steps of,

and determining the user importance level of the target push user based on the source channel identification and the user characteristic data of the target push user, and determining a designated seat terminal corresponding to the business service level matched with the user importance level.

8. An information processing apparatus, characterized in that the apparatus comprises:

9. An information processing apparatus, characterized in that the apparatus comprises:

a processor; and

a memory arranged to store computer executable instructions configured to be executed by the processor, the executable instructions comprising steps for performing the method of any of claims 1 to 7.

10. A storage medium storing computer executable instructions for causing a computer to perform the method of any one of claims 1 to 7.