CN116437008A

CN116437008A - User call processing method, device, equipment and medium

Info

Publication number: CN116437008A
Application number: CN202310436145.5A
Authority: CN
Inventors: 黄振光; 范会善; 王炼; 赵新阳; 贺文明
Original assignee: China Construction Bank Corp; CCB Finetech Co Ltd
Current assignee: China Construction Bank Corp; CCB Finetech Co Ltd
Priority date: 2023-04-21
Filing date: 2023-04-21
Publication date: 2023-07-14

Abstract

The present invention relates to the field of data processing technologies, and in particular, to a method, an apparatus, a device, and a medium for processing a user call. The method of the invention comprises the following steps: receiving traffic events generated during a user call; identifying a type of the traffic event and generating traffic data; based on the type of the traffic data, the traffic data is converted into traffic data by using a corresponding traffic rule. The invention can shorten the data processing time by collecting the user incoming call data and the interaction information in real time, can analyze and normalize the user incoming call data and the interaction information under the high concurrent call scene, ensures the data integrity, and can match the user incoming call data and the interaction information with business rules under the high concurrent call scene to restore the user interaction process.

Description

User call processing method, device, equipment and medium

Technical Field

The present invention relates to the field of data processing technologies, and in particular, to a method, an apparatus, a device, and a medium for processing a user call.

Background

A remote intelligent banking center (abbreviated as "remote banking center") plays a very important role in customer service as an important bridge for communication between a bank and a customer, wherein telephone banking is one of the main ways in which the remote banking center provides services to the customer.

For customer calls, conventional call centers typically can only log the flow of calls and then provide post-hoc underlying call records or reports to business personnel. However, the log stream information is distributed, the client interaction information cannot be intuitively displayed, service personnel cannot know the detailed interaction track after the client calls, the service personnel can only inquire the call record after the client calls are finished, the current call condition cannot be analyzed in real time, and in addition, the service personnel cannot comprehensively know the client service journey, so that the problem can not be rapidly and accurately positioned when the client complains or is in objection to the service.

Therefore, a user call processing scheme is needed to provide a real-time panoramic view of a customer service trip for business personnel, effectively improve the customer service level and operation management level of a remote banking center, and enhance the customer service experience.

Disclosure of Invention

The invention aims to provide a user call processing method, a device, equipment and a medium, which can shorten the data processing time by collecting user incoming call data and interaction information in real time, analyze and normalize the user incoming call data and the interaction information under a high concurrent call scene, ensure the data integrity, match the user incoming call data and the interaction information with business rules under the high concurrent call scene and restore the user interaction process.

The invention discloses a user call processing method, which comprises the following steps:

receiving a traffic event generated during a user call, wherein the traffic event comprises one or more of a self-service voice call start event, a self-service voice call end event, a manual voice call start event, and a manual voice call end event;

identifying a type of the traffic event and generating traffic data;

based on the type of the traffic data, converting the traffic data into traffic data by using a corresponding traffic rule, wherein the traffic rule comprises one or more of a self-service voice menu library and a manual seat skill mapping relation, and wherein the traffic data comprises one or more of a call running number, a call starting time, a calling number, a menu key track, a manual voice call transferring time, a queuing waiting time, a seat skill and a call ending time.

Optionally, the method further comprises, after generating the traffic data, storing the traffic data in a database, and updating a total number of traffic data and a storage path, wherein one traffic event corresponds to one traffic data.

Optionally, the method further includes extracting a plurality of traffic data from the database in batches and loading the plurality of traffic data into a cache queue, and distributing the plurality of traffic data to a plurality of threads to convert the plurality of traffic data into a plurality of traffic data, wherein traffic data belonging to a same call flow number is distributed to a same thread.

Optionally, the method further comprises, after converting the traffic data into the traffic data, loading the traffic data into the cache queue, and storing the traffic data into the database.

Optionally, the method further comprises tracking a processing state of each traffic data in the database, and clearing the traffic data of the processed state when the total number of traffic data exceeds a capacity threshold, wherein the processing state of the corresponding traffic data is updated to the processed state after storing the traffic data in the database.

Optionally, the method further comprises, in response to a query request, retrieving corresponding service data from the database.

The invention discloses a user call processing device, which comprises:

an acquisition unit for receiving traffic events generated during a user call, wherein the traffic events include one or more of a self-service voice call start event, a self-service voice call end event, a manual voice call start event, and a manual voice call end event, and for identifying a type of the traffic event and generating traffic data;

the processing unit is used for converting the telephone traffic data into service data by utilizing a corresponding service rule based on the type of the telephone traffic data, wherein the service rule comprises one or more of a self-service voice menu library and an artificial seat skill mapping relation, and the service data comprises one or more of a call serial number, a call starting time, a calling number, a menu key track, a manual voice call transferring time, a queuing waiting time, a seat skill and a call ending time.

Optionally, the apparatus further comprises a management unit, configured to maintain the business rule.

Optionally, the apparatus further comprises a retrieving unit for retrieving corresponding service data from the database in response to the query request.

The present invention discloses a computer device comprising a memory storing computer executable instructions and a processor configured to execute the instructions to implement the user call processing method described above.

The present invention discloses a computer storage medium encoded with a computer program comprising instructions that are executed by a computer to implement the user call processing method described above.

The present invention discloses a computer program product comprising computer instructions which, when executed, implement the user call processing method described above.

Compared with the prior art, the invention has the main differences and effects that:

the invention can make business personnel inquire the incoming call track of the user in real time from the incoming line of the user, identify abnormal call or adjust operation strategy, comprehensively and accurately analyze the incoming call track of the user after the call of the user is finished, explore the proposal for improving user experience, and can also quickly check the incoming call track of the user when encountering user complaints or questions so as to assist in making user pacifying and business answering work.

Drawings

FIG. 1 is a schematic illustration of an application scenario according to the present invention;

fig. 2 is a flow chart of a user call processing method according to the present invention;

fig. 3 is a block diagram of a user call processing apparatus according to the present invention;

fig. 4 is a schematic diagram of a computer device according to the present invention.

Detailed Description

In order to make the purpose and technical solutions of the embodiments of the present invention more clear, the technical solutions of the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings of the embodiments of the present invention. It will be apparent that the described embodiments are some, but not all, embodiments of the invention. All other embodiments, which can be made by a person skilled in the art without creative efforts, based on the described embodiments of the present invention fall within the protection scope of the present invention.

The technical schemes disclosed by the embodiments of the application all accord with the relevant regulations of national laws and regulations on the acquisition, storage, use, processing and the like of data.

Fig. 1 is a schematic illustration of an application scenario according to the present invention.

As shown in fig. 1, a user may send a user call to call center 102 via user device 101. The number of user devices 101 may be one or more, and the number of user devices 101 should not be taken as a limitation of the present application. The user equipment 101 may be a computer device such as a smart phone, a tablet computer, a notebook computer, and a desktop computer, and has an operation capability, an input/output function, and a network connection function.

Call center 102 may receive a user call from a user and may generate a series of traffic events during the user call. The call center 102 may be a single server device, or may be a server cluster, a cloud server, or other computer device equipped with an outward application service.

Traffic events refer to the original flow events that occur during a call after a subscriber line, typically, 30 to 40 traffic events can be generated on average per call.

In one embodiment, the traffic event may include one or more of a self-service voice call start event, a self-service voice call end event, a manual voice call start event, a manual voice call end event, and the like.

It will be appreciated that a self-service voice call may be implemented through an interactive voice response (Interactive Voice Response, IVR) system, and that during the self-service voice call, a user may select a self-service voice menu (such as a first-tier incoming menu, etc.) through an input component (such as a key press, etc.) on the user device 101.

It will be appreciated that a manual voice call may be implemented by a manual agent, and that during the manual voice call, different manual agents may have different agent skills (such as accounting transaction functions, business consultation functions, complaint advice functions, and the like).

The user call processing device 103 may be communicatively coupled to the call center 102 via a network and may receive a series of traffic events pushed in real-time by the call center 102 after a user's incoming line. The user call processing device 103 may be a single server device, or may be a computer device such as a server cluster or a cloud server, which is provided with an external application service.

In one embodiment, user call processing device 103 may register for message services with call center 102 so that a message subscription-publish mechanism may be utilized to collect traffic events in real-time.

The user call processing device 103 may then preprocess the traffic event, write the traffic event to the traffic data to secure the data, so that the user call processing device 103 may maintain a communication connection with the call center 102 using a disconnect reconnection mechanism.

In one embodiment, the traffic data may take the form of data codes.

In addition, the user call processing apparatus 103 may parse the traffic data and convert the traffic data into service data recognizable to the service personnel according to the service rule.

In one embodiment, the business rules may include one or more of a self-service voice menu library and an artificial agent skill mapping relationship, etc., and the business data may include one or more of a call flow number, a call start time, a calling number, a menu key trajectory, a transfer artificial voice call time, a queuing wait time, an agent skill, a call end time, etc.

In one embodiment, the data code may be extracted from the traffic data, and the matched traffic data may be found according to the traffic rules, e.g., the data code R01 matches the first-tier incoming menu of the self-service voice menu.

Finally, the user call processing device 103 may put the service data in storage. The incoming call track information of the user in each link can form a complete service interaction record and is stored in the database, so that service personnel can conveniently retrieve corresponding service data from the database.

In one embodiment, the traffic data is first loaded into the cache queue so that the database can be updated after reconnection even if the connection to the database is broken.

Fig. 2 is a flow chart of a user call processing method according to the present invention.

As shown in fig. 2, the user call processing method 200 may include:

in step S201, a traffic event generated during a user call is received.

As already described above, after the subscriber enters the line, a series of traffic events pushed in real time by the call center may be received. In one embodiment, a message service may be registered with a call center so that traffic events may be collected in real-time using a message subscription-publication mechanism. The incoming call data and the interaction information of the user are collected in real time, so that the data processing time can be shortened.

The traffic event may include one or more of a self-service voice call start event, a self-service voice call end event, a manual voice call start event, a manual voice call end event, and the like. It will be appreciated that traffic events may also include more or fewer events, as desired, and are not limited in this regard.

In step S202, the type of traffic event is identified and traffic data is generated.

Continuing with the example above, the type of traffic event may be one or more of a self-service voice call start event, a self-service voice call end event, a manual voice call start event, a manual voice call end event, and the like. After identifying the type of traffic event, the traffic event may be formatted, such as by writing the traffic event to the traffic data in the form of a data code.

After the traffic data is generated, the traffic data may be stored in a database. By writing the traffic data into the local storage, the data security can be ensured, so that the subsequent data processing process is not affected even if the connection with the call center is disconnected. Further, the total number of traffic data and the storage path may be updated, where one traffic event corresponds to one traffic data.

In step S203, the traffic data is converted into traffic data using the corresponding traffic rule based on the type of the traffic data.

Multiple traffic data may be extracted from the database by batch and loaded into the cache queue. In addition, a plurality of traffic data may be screened out for validity based on the type of traffic data. The telephone traffic data can be distributed to a plurality of threads to convert the telephone traffic data into the service data, so that the incoming call data and the interaction information of the user can be analyzed and processed in an integrated manner under the high concurrency call scene, and the data integrity is ensured. By hashing and modulo the unique call serial number of the user incoming line, traffic data under the same call serial number can be distributed to the same thread, namely, the data file of the same call is processed by the same thread, thereby ensuring the integrity of the data.

As already described above, each thread may extract a data code from the traffic data, find matched service data according to the service rule, so that the user incoming call data and the interaction information may be matched with the service rule in a high concurrency call scenario, and restore the user interaction process. In one embodiment, the business data may take the form of key-value pairs to facilitate warehousing.

Business rules may be routinely maintained and may include one or more of a self-service voice menu library and an artificial agent skill mapping, etc., and business data may include one or more of call flow number, call start time, calling number, menu key trajectory, transfer artificial voice call time, in-line waiting time, agent skill, call end time, etc. For example, the call start time may be parsed from traffic data generated from the self-service voice call start event, the transfer to artificial voice call time may be parsed from traffic data generated from the artificial voice call start event, the call end time may be parsed from traffic data generated from the artificial voice call end event, and the like.

After converting the traffic data into the traffic data, the traffic data may be loaded into the cache queue and then stored into the database, so that the database may be updated after reconnection even if the connection with the database is broken.

If the first traffic event in a one-way call is processed, the traffic data may be directly loaded into the cache queue and synchronously inserted into the database, otherwise it may be first determined whether the traffic information already exists in the cache queue and whether the relevant record already exists in the database. If the service data exist, the processed service data can be firstly extracted from the database and loaded into a cache queue, and then combined with the new service data for updating, and then the service data are put in storage, so that the incoming call track information of the user in each link can form a complete service interaction record and be stored in the database.

The processing state of each traffic data in the database may be tracked after the traffic data is stored in the database, and the processing state of the corresponding traffic data may be updated to the processed state after the traffic data is stored in the database. When the total number of traffic data exceeds the capacity threshold, the traffic data in the processed state may be cleaned up, so that new data may be ensured not to be lost, and after cleaning up, the total number of traffic data and the storage path may be updated.

The above steps may be repeated until the call is ended, thereby completing the recording of the incoming call trace of the user.

In response to the query request, the corresponding business data may be retrieved from the database. After warehousing, service personnel can check detailed user incoming call track information in real time, and analysis of user incoming call rules, user incoming call tracks and the like is supported.

Fig. 3 is a block diagram of a subscriber call processing apparatus according to the present invention.

As shown in fig. 3, the user call processing apparatus 300 may include:

an acquisition unit 301 for receiving traffic events generated during a user call, and for identifying the type of traffic event, and generating traffic data;

the processing unit 302 is configured to convert the traffic data into service data by using the corresponding service rule based on the type of the traffic data.

In an embodiment, the user call processing apparatus 300 may further comprise a management unit 303 for maintaining business rules.

In an embodiment, the user call processing apparatus 300 may further comprise a retrieving unit 304 for retrieving corresponding service data from a database in response to a query request.

The embodiment described in detail above with reference to fig. 2 is a method embodiment corresponding to the present embodiment, and the present embodiment can be implemented in cooperation with the above-described embodiment. The related technical details mentioned in the above embodiments are still valid in this embodiment, and in order to reduce repetition, they are not repeated here. Accordingly, the related technical details mentioned in the present embodiment can also be applied to the above-described embodiments.

Fig. 4 is a schematic diagram of a computer device according to the present invention. The details are described below in connection with fig. 4.

The device 400 may include one or more processors 402, system control logic 408 coupled to at least one of the processors 402, system memory 404 coupled to the system control logic 408, non-volatile memory (NVM) 406 coupled to the system control logic 408, and a network interface 410 coupled to the system control logic 408.

Processor 402 may include one or more single-core or multi-core processors. Processor 402 may include any combination of general-purpose and special-purpose processors (e.g., graphics processor, application processor, baseband processor, etc.). In embodiments herein, the processor 402 may be configured to perform one or more embodiments in accordance with various embodiments as shown in fig. 2.

In some embodiments, system control logic 408 may include any suitable interface controller to provide any suitable interface to at least one of processors 402 and/or any suitable device or component in communication with system control logic 408.

In some embodiments, system control logic 408 may include one or more memory controllers to provide an interface to system memory 404. The system memory 404 may be used for loading and storing data and/or instructions. The memory 404 of the device 400 may include any suitable volatile memory in some embodiments, such as a suitable Dynamic Random Access Memory (DRAM).

NVM/memory 406 may include one or more tangible, non-transitory computer-readable media for storing data and/or instructions. In some embodiments, NVM/memory 406 may include any suitable nonvolatile memory such as flash memory and/or any suitable nonvolatile storage device, such as at least one of a HDD (Hard Disk Drive), a CD (Compact Disc) Drive, a DVD (Digital Versatile Disc ) Drive.

NVM/memory 406 may include a portion of a storage resource installed on the apparatus of device 400 or it may be accessed by, but not necessarily part of, the device. For example, NVM/storage 406 may be accessed over a network via network interface 410.

In particular, system memory 404 and NVM/storage 406 may each include: a temporary copy and a permanent copy of instructions 420. The instructions 420 may include: instructions that, when executed by at least one of the processors 402, cause the apparatus 400 to implement the method as shown in fig. 2. In some embodiments, instructions 420, hardware, firmware, and/or software components thereof may additionally/alternatively be disposed in system control logic 408, network interface 410, and/or processor 402.

Network interface 410 may include a transceiver to provide a radio interface for device 400 to communicate with any other suitable device (e.g., front end module, antenna, etc.) over one or more networks. In some embodiments, the network interface 410 may be integrated with other components of the device 400. For example, network interface 410 may be integrated with at least one of processor 402, system memory 404, nvm/storage 406, and a firmware device (not shown) having instructions which, when executed by at least one of processor 402, implement one or more of the various embodiments shown in fig. 2.

The network interface 410 may further include any suitable hardware and/or firmware to provide a multiple-input multiple-output radio interface. For example, network interface 410 may be a network adapter, a wireless network adapter, a telephone modem, and/or a wireless modem.

In one embodiment, at least one of the processors 402 may be packaged together with logic for one or more controllers of the system control logic 408 to form a System In Package (SiP). In one embodiment, at least one of the processors 402 may be integrated on the same die with logic for one or more controllers of the system control logic 408 to form a system on a chip (SoC).

The apparatus 400 may further include: input/output (I/O) devices 412.I/O devices 412 may include a user interface to enable a user to interact with device 400; the design of the peripheral component interface enables the peripheral component to also interact with the device 400. In some embodiments, the device 400 further comprises a sensor for determining at least one of environmental conditions and location information related to the device 400.

In some embodiments, the user interface may include, but is not limited to, a display (e.g., a liquid crystal display, a touch screen display, etc.), a speaker, a microphone, one or more cameras (e.g., still image cameras and/or video cameras), a flashlight (e.g., light emitting diode flash), and a keyboard.

In some embodiments, the peripheral component interface may include, but is not limited to, a non-volatile memory port, an audio jack, and a power interface.

In some embodiments, the sensors may include, but are not limited to, gyroscopic sensors, accelerometers, proximity sensors, ambient light sensors, and positioning units. The positioning unit may also be part of the network interface 410 or interact with the network interface 410 to communicate with components of a positioning network, such as Global Positioning System (GPS) satellites.

It should be understood that the architecture shown in the exemplary embodiments of the present invention is not intended to limit the computer device 400 to any particular configuration. In other embodiments of the present application, computer device 400 may include more or less components than illustrated, or certain components may be combined, or certain components may be split, or different arrangements of components. The illustrated components may be implemented in hardware, software, or a combination of software and hardware.

Program code may be applied to input instructions to perform the functions described herein and generate output information. The output information may be applied to one or more output devices in a known manner. For purposes of this application, a processing system includes any system having a processor such as, for example, a Digital Signal Processor (DSP), microcontroller, application Specific Integrated Circuit (ASIC), or microprocessor.

The program code may be implemented in a high level procedural or object oriented programming language to communicate with a processing system. Program code may also be implemented in assembly or machine language, if desired. Indeed, the mechanisms described herein are not limited in scope to any particular programming language. In either case, the language may be a compiled or interpreted language.

One or more aspects of at least one embodiment may be implemented by representative instructions stored on a computer readable storage medium, which represent various logic in a processor, which when read by a machine, cause the machine to fabricate logic to perform the techniques described herein. These representations, referred to as "IP cores," may be stored on a tangible computer readable storage medium and provided to a plurality of customers or production facilities for loading into the manufacturing machine that actually manufactures the logic or processor.

Claims

1. A method of user call processing, the method comprising:

identifying a type of the traffic event and generating traffic data;

2. The method of claim 1, further comprising, after generating the traffic data, storing the traffic data in a database, and updating a total number of traffic data and a storage path, wherein one traffic event corresponds to one traffic data.

3. The method of claim 2, further comprising fetching a plurality of traffic data from the database in batches and loading into a cache queue, and distributing the plurality of traffic data to a plurality of threads to convert the plurality of traffic data to a plurality of traffic data, wherein traffic data belonging to a same call flow number is distributed to a same thread.

4. A method according to claim 3, further comprising, after converting the traffic data to the traffic data, loading the traffic data into the cache queue and storing the traffic data in the database.

5. The method of claim 4, further comprising tracking a processing state of each traffic data in the database and clearing the processed state of the traffic data when the total number of traffic data exceeds a capacity threshold, wherein the processing state of the corresponding traffic data is updated to the processed state after storing the traffic data in the database.

6. The method of claim 5, further comprising, in response to a query request, retrieving corresponding business data from the database.

7. A user call processing apparatus, the apparatus comprising:

8. The apparatus of claim 7, further comprising a management unit to maintain the business rules.

9. The apparatus of claim 7, further comprising a retrieval unit for retrieving corresponding business data from a database in response to a query request.

10. A computer device comprising a memory storing computer executable instructions and a processor configured to execute the instructions to implement the user call processing method of any one of claims 1 to 6.

11. A computer storage medium encoded with a computer program, characterized in that the computer program comprises instructions that are executed by a computer to implement the user call processing method according to any one of claims 1 to 6.

12. A computer program product, characterized in that it comprises computer instructions which, when executed, implement the user call processing method according to any of claims 1 to 6.