CN116567148A - Intelligent outbound control method, device, medium and electronic equipment - Google Patents

Intelligent outbound control method, device, medium and electronic equipment Download PDF

Info

Publication number
CN116567148A
CN116567148A CN202211141724.9A CN202211141724A CN116567148A CN 116567148 A CN116567148 A CN 116567148A CN 202211141724 A CN202211141724 A CN 202211141724A CN 116567148 A CN116567148 A CN 116567148A
Authority
CN
China
Prior art keywords
call
robot
manual
conversation
outbound
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Pending
Application number
CN202211141724.9A
Other languages
Chinese (zh)
Inventor
李国青
何哲力
张志广
彭越
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Xiaovo Technology Co ltd
Original Assignee
Xiaovo Technology Co ltd
Priority date (The priority date is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the date listed.)
Filing date
Publication date
Application filed by Xiaovo Technology Co ltd filed Critical Xiaovo Technology Co ltd
Priority to CN202211141724.9A priority Critical patent/CN116567148A/en
Publication of CN116567148A publication Critical patent/CN116567148A/en
Pending legal-status Critical Current

Links

Classifications

    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5166—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing in combination with interactive voice response systems or voice portals, e.g. as front-ends
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/22—Arrangements for supervision, monitoring or testing
    • H04M3/2218—Call detail recording
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/5175—Call or contact centers supervision arrangements
    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/527—Centralised call answering arrangements not requiring operator intervention

Landscapes

  • Engineering & Computer Science (AREA)
  • Signal Processing (AREA)
  • Business, Economics & Management (AREA)
  • Marketing (AREA)
  • Telephonic Communication Services (AREA)

Abstract

The embodiment of the application discloses a control method, a device, a medium and electronic equipment for intelligent outbound. Wherein the method comprises the following steps: if the outbound project is received, outbound is carried out, and robot conversation is carried out according to a pre-configured conversation technique; if the manual call triggering event is detected, the robot call is converted into the manual call; the manual call triggering event comprises a time triggering event and a keyword triggering event; and displaying the communication record of the robot call to a caller in charge of the manual call, and hanging up after the manual call is completed. According to the technical scheme, through detection of the manual call triggering event, the purpose of interrupting the voice broadcasting and switching the manual call can be achieved during the voice file broadcasting, and better experience is brought to the user.

Description

Intelligent outbound control method, device, medium and electronic equipment
Technical Field
The embodiment of the application relates to the technical field of Internet, in particular to an intelligent outbound control method, device, medium and electronic equipment.
Background
With the rapid development of the technology level, robots replace manual calling, and the robot has the characteristics of high calling efficiency and low cost, and is widely applied to the field of enterprise marketing.
The main realization method of the robot is that the voice broadcast is finished through TTS (Text To Speech) or real voice broadcast, then the user waits for inputting voice, the voice is recognized by ASR (Automatic Speech Recognition), the intention keyword is matched, then the next round of broadcast dialogue is carried out, and the whole process is basically finished by the background without manual intervention.
In the traditional implementation method of the robot, in an actual application scene, for a longer voice broadcasting file, the voice broadcasting period cannot be interrupted during the voice broadcasting of the robot, and the following broadcasting is interrupted, so that the user can start to listen to the voice information of the opposite party only after the broadcasting is finished, and the user experience effect is poor.
Disclosure of Invention
The embodiment of the application provides a control method, a device, a medium and electronic equipment for intelligent outbound, which can determine whether a current call is switched to a person or not through detection of a manual call triggering event, so that the aims of supporting interruption and seamless switching of the person are fulfilled.
In a first aspect, an embodiment of the present application provides a method for controlling an intelligent outbound call, where the method includes:
if the outbound project is received, outbound is carried out, and robot conversation is carried out according to a pre-configured conversation technique;
if the manual call triggering event is detected, the robot call is converted into the manual call; the manual call triggering event comprises a time triggering event and a keyword triggering event;
and displaying the communication record of the robot call to a caller in charge of the manual call, and hanging up after the manual call is completed.
In a second aspect, an embodiment of the present application provides an intelligent outbound control device, where the device includes:
the outbound project receiving module is used for carrying out outbound if an outbound project is received and carrying out robot conversation according to a pre-configured conversation;
the trigger event detection module is used for converting the robot call into the artificial call if the artificial call trigger event is detected; the manual call triggering event comprises a time triggering event and a keyword triggering event;
the communication record display module is used for displaying the communication record of the robot call to the call staff responsible for the manual call and hanging up after the manual call is completed.
In a third aspect, embodiments of the present application provide a computer readable storage medium having stored thereon a computer program which, when executed by a processor, implements a method for controlling intelligent outbound as described in embodiments of the present application.
In a fourth aspect, an embodiment of the present application provides an electronic device, including a memory, a processor, and a computer program stored on the memory and capable of being executed by the processor, where the processor executes the computer program to implement a method for controlling an intelligent outbound call according to an embodiment of the present application.
According to the technical scheme, through the detection of the manual call triggering event, the problem that the switching manual call is slow or the switching manual call is not detected when the voice broadcast file with long broadcast time is solved, the purpose of interrupting the voice broadcast switching manual call can be achieved during the voice file broadcast, and better experience is brought to a user.
Drawings
Fig. 1 is a flowchart of a method for controlling an intelligent outbound call according to an embodiment of the present application;
fig. 2 is a flowchart of a method for controlling an intelligent outbound call according to a second embodiment of the present application;
fig. 3 is a flowchart of a control method of intelligent outbound call provided in the third embodiment of the present application;
fig. 4 is a block diagram of a control system for intelligent outbound provided in a fourth embodiment of the present application;
fig. 5 is a block diagram of a control device for intelligent outbound provided in a fifth embodiment of the present application;
fig. 6 is a schematic structural diagram of an electronic device according to a seventh embodiment of the present application.
Detailed Description
The present application is described in further detail below with reference to the drawings and examples. It is to be understood that the specific embodiments described herein are merely illustrative of the application and not limiting thereof. It should be further noted that, for convenience of description, only some, but not all of the structures related to the present application are shown in the drawings.
Before discussing exemplary embodiments in more detail, it should be mentioned that some exemplary embodiments are described as processes or methods depicted as flowcharts. Although a flowchart depicts steps as a sequential process, many of the steps may be implemented in parallel, concurrently, or with other steps. Furthermore, the order of the steps may be rearranged. The process may be terminated when its operations are completed, but may have additional steps not included in the figures. The processes may correspond to methods, functions, procedures, subroutines, and the like.
Example 1
Fig. 1 is a flowchart of an intelligent outbound control method provided in an embodiment of the present application, where the embodiment may be suitable for a scenario of transferring a manual call in a robot voice broadcast process, and the method may be performed by an intelligent outbound control device provided in an embodiment of the present application, where the device may be implemented by software and/or hardware, and may be integrated in an electronic device. As shown in fig. 1, the method for controlling the intelligent outbound includes:
s110, if the outbound project is received, outbound is carried out, and robot conversation is carried out according to a pre-configured conversation.
According to the embodiment of the application, the outbound project can be created through the server connected with the rear end, the client is responsible for receiving the outbound project, and outbound is initiated through the robot broadcasting mode to carry out robot conversation. Therefore, the execution body in the embodiment of the present application may be a server connected to the back end, or may be a client, which is not limited herein.
The outbound call is the active initiation of the call to the client by the outbound service of the modern client service center system, and can be used for marketing popularization of enterprises. By talk is understood a kind of template document written by an enterprise for marketing purposes that is communicated to the user.
Furthermore, the outbound project can be received through the back-end server, outbound is carried out, and robot conversation is carried out according to a pre-configured conversation.
By way of example, a company is doing a promotion item for a product, creates an outbound item for promotion of the product through a back-end server, receives a request for the outbound item through a robot, and communicates with a user according to a pre-configured conversation with the product. Wherein the speech content may be, for example, "your-! Some product of our company is …, see again-! ".
S120, if the manual call triggering event is detected, the robot call is converted into the manual call; the manual call triggering event comprises a time triggering event and a keyword triggering event.
After receiving the outbound project and carrying out robot call according to a pre-configured call operation, when the back-end server detects a manual call triggering event, the robot call is converted into a manual call.
Wherein, the time triggering event can be understood as detecting that a specific duration reaches a certain duration threshold; keyword triggering events may be understood as detecting that a user uttered speech content similar to "transfer manual".
The robot is used for carrying out a call with a user, and a manual call trigger event is detected in the call process, for example, the duration of the call between the robot and the user is detected to reach 10 minutes, or the user is detected to mention the voice content of 'switching manual', or the user is detected to intentionally know the wished word of a certain product, for example, the robot is used for switching the call to the manual call.
S130, displaying the communication record of the robot call to the call staff responsible for the manual call, and hanging up after the manual call is completed.
After the back-end server converts the robot call into the manual call, the front-end page displays the communication record of the robot call for the call staff responsible for the call, and the call staff hangs up after the manual call is completed.
Wherein, the talking person responsible for manual talking can be customer service person; the communication record may include a duration of a call between the robot and the user or call content.
The front end displays the communication record of the robot call to the customer service personnel responsible for the manual call through the page, and the customer service personnel continue to call with the user according to the call content recorded in the communication record, and after the call is completed, the customer service personnel carry out on-hook processing.
According to the technical scheme provided by the embodiment of the application, if the outbound project is received, the outbound is judged, and the robot call is carried out according to the pre-configured call operation; if the manual call triggering event is detected, the robot call is converted into the manual call; the manual call triggering event comprises a time triggering event and a keyword triggering event; and displaying the communication record of the robot call to a caller in charge of the manual call, and hanging up after the manual call is completed. According to the technical scheme, through detection of the manual call triggering event, the purpose of interrupting the voice broadcast and transferring the manual call can be achieved during voice file broadcasting, better experience is brought to users, and the marketing cost of enterprises is reduced.
In some embodiments, optionally, after the robotic conversation is performed and in accordance with the pre-configured conversation, the method further comprises: if the response sound is detected, suspending the robot call, and recording the corresponding call position when the robot call is suspended currently; and if no voice is detected within the preset duration, continuing to play from the corresponding voice operation position when the voice is paused.
After the robot performs the robot call according to the pre-configured phone call, if the response sound is detected, the robot call needs to be paused, and the corresponding phone call position at the current pause is recorded.
The response sound may be understood as sound other than the user sound detected after the start of the robot-to-user call, for example, noise within 5 seconds before the start of the robot-to-user call. The speaking position can be understood as the text position where the voice broadcast of the robot is suspended in the process of the robot communication. The preset duration may be understood as a specific time limit, for example within 6 seconds. The beneficial effect of setting up like this of this scheme lies in, can realize supporting to break and the artificial purpose of seamless switching in the robot conversation process.
In some embodiments, during a robot call, the backend server needs to use ASR speech recognition technology to recognize the instruction sent by the call partner.
Among other things, ASR speech recognition techniques are the conversion of lexical content in human speech into computer-readable inputs, such as keys, binary codes, or character sequences. Unlike speaker recognition and speaker verification, the latter attempts to identify or verify the speaker making the speech, not the lexical content contained therein.
In the process of robot call, the back-end server adopts ASR speech recognition technology to recognize the preset keyword instruction of 'transfer manual' sent by the user, and the robot call is converted into artificial call. The advantage of this arrangement of the scheme is that the instruction sent by the calling party can be identified more accurately.
In some embodiments, before making the outbound call and making the robotic call according to the pre-configured phone call, the method further comprises: responding to a login request of a caller, and setting the call state of the caller to be an idle state; and determining the number of concurrent outbound calls according to the number of the call staff in the idle state.
Further, before the robot calls out and performs the robot call according to the pre-configured call technology, the client needs to respond to the login request of the caller, so that the back-end server sets the call state of the caller to be an idle state. The advantage of this arrangement is that the number of concurrent outbound calls can be determined more accurately based on the call status after the caller logs in.
In some embodiments, optionally, after the robotic conversation in accordance with the pre-configured phone call, the method further comprises: if the manual call triggering event is not detected, the robot hangs up after the call is completed.
For example, after the robot performs the robot call according to the pre-configured call procedure, no artificial call trigger event is detected, and after the robot call is completed, the customer service personnel performs the on-hook process. The advantage of setting up like this of this scheme lies in, improves the utilization ratio of robot conversation resource.
Example two
Fig. 2 is a flowchart of a control method for intelligent outbound call according to a second embodiment of the present application, where the present embodiment is optimized based on the foregoing embodiment. As shown in fig. 2, the method of this embodiment specifically includes the following steps:
s210, if the outbound project is received, outbound is carried out, and robot conversation is carried out according to a pre-configured conversation.
S220, if the accumulated duration of the robot call is detected to reach a set threshold value, the robot call is converted into an artificial call; or if the conversation partner is detected to send out a preset keyword instruction for converting the manual conversation, converting the robot conversation into the manual conversation.
If the back-end server detects an artificial call triggering event, the robot call is converted into an artificial call, and if the accumulated duration of the robot call reaches a set threshold value, the robot call is converted into the artificial call; and if the conversation partner is detected to send a preset keyword instruction about the transfer manual, the robot conversation is also converted into the manual conversation.
The threshold value is also called a critical value, and may be understood as a maximum duration, for example, 10 minutes, reached by the accumulated duration of the robot call. The preset keyword instruction can be understood as an operation instruction for triggering transfer of the manual call.
For example, in the robot call process, the back-end server detects that the accumulated duration of the robot call reaches 10 minutes, and the robot call is converted into an artificial call; or the robot detects that the user sends a preset keyword instruction such as 'transfer manual', and the robot call is changed into the manual call. The advantage of this arrangement is that the accuracy of detecting a manual call trigger event can be improved.
S230, adopting an ASR speech recognition technology to recognize the speech content of the communication counterpart and the robot call, and obtaining text information.
After the robot call is converted into the artificial call, the back-end server adopts an ASR speech recognition technology to recognize the speech content of the call counterpart and the robot call, and text information of the call content of the robot and the call counterpart in the call process is obtained.
The text information can be understood as text content for recording voice content in the robot call process.
For example, during the robot call, the ASR speech recognition technology is used to recognize the speech content of the call counterpart and the robot call, so as to obtain text information, for example, "do you have made some upgrades to the product of my company, do you need to know? "and the user's answer" transfer manual "are text messages obtained by ASR speech recognition techniques.
S240, storing the text information, and displaying the communication record of the robot call in the display equipment of the caller for the caller to watch after the text information is converted into the manual call.
After obtaining the text information of the conversation contents of the robot and the conversation counterpart, the back-end server is required to store the text information, and the stored text information is displayed to the conversation staff through the front-end page in the display equipment of the conversation staff after being used for transferring the manual conversation. Wherein the presentation device may be a computer in an electronic device.
The back-end server stores the obtained text information, and after the text information is converted into the manual call, the communication record of the robot call is displayed on a front-end page of the client of the customer service staff for the customer service staff to watch.
S250, after the manual call is completed, on-hook processing is carried out, and the call state of the current call personnel is set to be an idle state.
After the conversation person and the conversation counterpart end the conversation, the conversation person carries out the on-hook processing, and the back-end server sets the conversation state of the current conversation person as an idle state.
For example, after the manual call is completed, the customer service personnel performs the on-hook processing, and the back-end server sets the call state of the current customer service personnel to be an idle state. The advantage of setting up like this is that improves the processing efficiency of robot conversation in-process seamless transfer manual work back personnel of conversation.
According to the technical scheme provided by the embodiment of the application, the ASR voice recognition technology is adopted to detect the voice content of the communication counterpart and the robot communication, or whether the accumulated duration of the communication with the robot reaches the set threshold value is detected, so that the aim of interrupting the voice broadcasting and switching the manual communication can be fulfilled during the voice file broadcasting; and better experience is brought to the user, and the marketing cost of enterprises is reduced.
Example III
This embodiment is a preferred embodiment provided on the basis of the above two embodiments. Fig. 3 is a flowchart of a control method of intelligent outbound call provided in the third embodiment of the present application, where the method in this embodiment specifically includes the following steps:
s310, responding to a login request of a caller, and setting the call state of the caller to be an idle state; and determining the number of concurrent outbound calls according to the number of the call staff in the idle state.
Before outbound is carried out and robot conversation is carried out according to a pre-configured conversation technology, the client needs to respond to a login request of a conversation person, and the conversation state of the current conversation person is set to be an idle state, so that the number of concurrent outbound is determined according to the number of conversation persons in the idle state.
For example, before the robot calls out and performs the robot call according to the pre-configured call procedure, the client needs to respond to the login request of the customer service personnel so as to set the call state of the customer service personnel to be an idle state. And determining the number of concurrent outbound calls according to the number of customer service personnel in the idle state.
S320, if the outbound project is received, outbound is carried out, and robot conversation is carried out according to a pre-configured conversation.
S330, if the response sound is detected, suspending the robot call, and recording the corresponding speaking position when suspending currently; and if no voice is detected within the preset duration, continuing to play from the corresponding voice operation position when the user is paused.
After the robot call is performed according to the pre-configured phone call, if the robot detects the response sound, the robot call needs to be paused, and the corresponding phone call position at the current pause is recorded.
Illustratively, the robot voice announces "do you, i's products of me company make some upgrades, do you need to know what is within 5 seconds after the robot talk starts? After that, when the song playing sound is detected, the machine call is paused first, and the corresponding conversation position at the time of the current pause is recorded as "do you need to know? "if no human voice is detected within 6 seconds, the robot continues playing from the corresponding speaking position at the time of suspension. The advantage of this arrangement is that it enables the function of seamless continuation of the robot call when interrupted by ambient noise.
S340, determining whether a manual call trigger event is detected, if not, executing S350; if yes, S360 is executed.
When no voice is detected within the preset time, the robot call is continuously played from the pause position, and whether the artificial call triggering event is detected needs to be determined in the playing process.
S350, if the artificial call triggering event is not detected, the robot hangs up after the robot call is completed.
S360, if the accumulated duration of the robot call is detected to reach a set threshold value, the robot call is converted into an artificial call; or if the conversation partner is detected to send out a preset keyword instruction for converting the manual conversation, converting the robot conversation into the manual conversation.
S370, adopting ASR speech recognition technology to recognize the speech content of the communication counterpart and the robot communication, and obtaining text information.
S380, storing the text information, and displaying the communication record of the robot call in the display equipment of the caller for the caller to watch after the text information is converted into the manual call.
S390, after the manual call is completed, the on-hook processing is performed, and the call state of the current call personnel is set to be an idle state.
According to the technical scheme provided by the embodiment of the application, whether the manual call is switched is determined through the detection of the manual call triggering event, so that the problem that the speed of switching the manual call is low or the manual call is not detected to be switched is solved, and the purpose of supporting interruption during the broadcasting of the voice file can be achieved; in addition, by detecting response sound, the robot call is paused, no voice is detected in the preset time, the voice is continuously played from the corresponding voice operation position during pause, the purpose of seamless transfer of manual call is achieved, better experience is brought to users, and the marketing cost of enterprises is reduced.
Example IV
Fig. 4 is a block diagram of an intelligent outbound control system according to a fourth embodiment of the present application, where the system may be implemented by software and/or hardware, and may be integrated in a server, so that the intelligent outbound control method according to the foregoing embodiment of the present application may be executed, and each module in the system may operate in coordination. As shown in fig. 4, the system mainly comprises the following modules:
the call dispatch control center module 410 is used for managing outbound tasks of all projects, ensuring normal operation of the whole project, managing the states of all customer service personnel, and transmitting messages of robot and user session.
The VOIP SERVER module 420 is configured to provide a high concurrency voice call service, and implement various call schemes by configuring a dialing scheme, and meanwhile implement the functions of breaking, breaking after how many seconds the recording file is played, and supporting breakpoint continuous playing due to breaking caused by noise, and is responsible for transferring a conversation between a client and customer service.
AGI SERVER module 430 is used for controlling and managing the life cycle of the whole man-machine conversation, voice broadcasting and manual transferring.
The ASR speech recognition module 440 is configured to convert speech into corresponding text in real time.
The conversation knowledge base module 450 is used for defining the conversation process of the specific application scene of the robot, ensuring the normal conversation of the man-machine, and simultaneously comprising the rule configuration of converting manual work.
The natural language processing module 460 is configured to process the text recognized by the ASR in combination with the speech knowledge base to obtain a next operation of the robot.
According to the intelligent outbound control system provided by the embodiment of the application, through the mutual cooperation among the modules, the problem that the transfer manual call speed is slow or the transfer manual call is not detected is solved, the purposes of interrupting and seamless transfer manual call can be achieved during voice file broadcasting, better experience is brought to users, and the marketing cost of enterprises is reduced.
Example five
Fig. 5 is a block diagram of a control device for intelligent outbound provided in a fifth embodiment of the present application, where the device may execute the control method for intelligent outbound provided in any embodiment of the present application, and has the corresponding functional modules and beneficial effects of the execution method. The device can be realized by software and/or hardware, can be generally integrated in electronic equipment, and can control intelligent outbound by executing a control method of the intelligent outbound; as shown in fig. 5, the apparatus may include:
the outbound project receiving module 510 is configured to, if an outbound project is received, make an outbound, and make a robot call according to a pre-configured call procedure;
the trigger event detection module 520, if detecting a manual call trigger event, converts the robot call into a manual call; the manual call triggering event comprises a time triggering event and a keyword triggering event;
the communication record display module 530 is configured to display the communication record of the robot call to the caller in charge of the manual call, and hang up after the manual call is completed.
Optionally, the apparatus further includes a sound detection module configured to:
if the response sound is detected, suspending the robot call, and recording the corresponding call position when the robot call is suspended currently;
and if no voice is detected within the preset duration, continuing to play from the corresponding voice operation position when the voice is paused.
Optionally, the trigger event detection module 520 includes:
the duration detection unit is used for converting the robot call into an artificial call if the accumulated duration of the robot call reaches a set threshold;
the instruction detection unit is used for converting the robot call into the artificial call if detecting that the call counterpart sends a preset keyword instruction for converting the artificial call.
Optionally, an ASR speech recognition technique is used to recognize the instruction sent by the opposite party.
Optionally, the communication record display module 530 includes:
the text information acquisition unit is used for identifying the voice content of the communication counterpart and the robot communication by adopting an ASR voice identification technology to obtain text information;
the text information storage unit is used for storing the text information, and displaying the communication record of the robot call in the display equipment of the caller for the caller to watch after the conversion into the manual call;
and the call state setting unit is used for carrying out on-hook processing after the manual call is completed and setting the call state of the current call personnel to be an idle state.
Optionally, the device further includes an outbound number determining module, configured to:
responding to a login request of a caller, and setting the call state of the caller to be an idle state;
and determining the number of concurrent outbound calls according to the number of the call staff in the idle state.
Optionally, the device further includes an on-hook determining module, configured to:
if the manual call triggering event is not detected, the robot hangs up after the call is completed.
It will be apparent to those skilled in the art that, for convenience and brevity of description, only the above-described division of the functional modules is illustrated, and in practical application, the above-described functional allocation may be performed by different functional modules according to needs, i.e. the internal structure of the apparatus is divided into different functional modules to perform all or part of the functions described above. The specific working process of the functional module described above may refer to the corresponding process in the foregoing method embodiment, and will not be described herein.
If an outbound project is received, the device of the embodiment of the application performs outbound, and performs robot conversation according to a pre-configured conversation; if the manual call triggering event is detected, the robot call is converted into the manual call; the manual call triggering event comprises a time triggering event and a keyword triggering event; and displaying the communication record of the robot call to a caller in charge of the manual call, and hanging up after the manual call is completed. According to the technical scheme, through the detection of the manual call triggering event, the problem that the transfer manual call speed is low or the need of transfer manual call is not detected is solved, the purposes of interrupting and seamless transfer manual call can be achieved during voice file broadcasting, better experience is brought to users, and the marketing cost of enterprises is reduced.
Example six
A sixth embodiment of the present application provides a computer readable storage medium having stored thereon a computer program which, when executed by a processor, implements a control method for intelligent outbound as provided in all the inventive embodiments of the present application:
if the outbound project is received, outbound is carried out, and robot conversation is carried out according to a pre-configured conversation technique;
if the manual call triggering event is detected, the robot call is converted into the manual call; the manual call triggering event comprises a time triggering event and a keyword triggering event;
and displaying the communication record of the robot call to a caller in charge of the manual call, and hanging up after the manual call is completed.
Any combination of one or more computer readable media may be employed. The computer readable medium may be a computer readable signal medium or a computer readable storage medium. The computer readable storage medium can be, for example, but not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or a combination of any of the foregoing. More specific examples (a non-exhaustive list) of the computer-readable storage medium would include the following: an electrical connection having one or more wires, a portable computer diskette, a hard disk, a Random Access Memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disc read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing. In this document, a computer readable storage medium may be any tangible medium that can contain, or store a program for use by or in connection with an instruction execution system, apparatus, or device.
The computer readable signal medium may include a propagated data signal with computer readable program code embodied therein, either in baseband or as part of a carrier wave. Such a propagated data signal may take any of a variety of forms, including, but not limited to, electro-magnetic, optical, or any suitable combination of the foregoing. A computer readable signal medium may also be any computer readable medium that is not a computer readable storage medium and that can communicate, propagate, or transport a program for use by or in connection with an instruction execution system, apparatus, or device.
Program code embodied on a computer readable medium may be transmitted using any appropriate medium, including but not limited to wireless, wireline, optical fiber cable, RF, etc., or any suitable combination of the foregoing.
Computer program code for carrying out operations of the present application may be written in one or more programming languages, including an object oriented programming language such as Java, smalltalk, C ++ and conventional procedural programming languages, such as the "C" programming language or similar programming languages. The program code may execute entirely on the user's computer, partly on the user's computer, as a stand-alone software package, partly on the user's computer and partly on a remote computer or entirely on the remote computer or server. In the case of a remote computer, the remote computer may be connected to the user's computer through any kind of network, including a Local Area Network (LAN) or a Wide Area Network (WAN), or may be connected to an external computer (for example, through the Internet using an Internet service provider).
Example seven
The seventh embodiment of the application provides an electronic device. Fig. 6 is a schematic structural diagram of an electronic device according to a seventh embodiment of the present application. As shown in fig. 6, the present embodiment provides an electronic device 600, which includes: one or more processors 620; a storage device 610, configured to store one or more programs that, when executed by the one or more processors 620, cause the one or more processors 620 to implement a method for controlling intelligent outbound provided in an embodiment of the present application, the method comprising:
if the outbound project is received, outbound is carried out, and robot conversation is carried out according to a pre-configured conversation technique;
if the manual call triggering event is detected, the robot call is converted into the manual call; the manual call triggering event comprises a time triggering event and a keyword triggering event;
and displaying the communication record of the robot call to a caller in charge of the manual call, and hanging up after the manual call is completed.
Of course, those skilled in the art will understand that the processor 620 also implements the technical solution of the intelligent outbound control method provided in any embodiment of the present application.
The electronic device 600 shown in fig. 6 is merely an example, and should not be construed as limiting the functionality and scope of use of embodiments of the present application.
As shown in fig. 6, the electronic device 600 includes a processor 620, a storage device 610, an input device 630, and an output device 640; the number of processors 620 in the electronic device may be one or more, one processor 620 being taken as an example in fig. 6; the processor 620, the storage 610, the input 630, and the output 640 in the electronic device may be connected by a bus or other means, as exemplified in fig. 6 by a bus 650.
The storage device 610 is a computer readable storage medium, and may be used to store a software program, a computer executable program, and a module unit, such as program instructions corresponding to the control method of intelligent outbound call in the embodiment of the present application.
The storage device 610 may mainly include a storage program area and a storage data area, wherein the storage program area may store an operating system, at least one application program required for functions; the storage data area may store data created according to the use of the terminal, etc. In addition, the storage 610 may include high-speed random access memory, and may also include non-volatile memory, such as at least one magnetic disk storage device, flash memory device, or other non-volatile solid-state storage device. In some examples, the storage device 610 may further include memory remotely located with respect to the processor 620, which may be connected via a network. Examples of such networks include, but are not limited to, the internet, intranets, local area networks, mobile communication networks, and combinations thereof.
The input device 630 may be used to receive input numeric, character information, or voice information, and to generate key signal inputs related to user settings and function control of the electronic device. The output device 640 may include an electronic device such as a display screen, a speaker, etc.
The electronic equipment that this embodiment of the application provided can realize in the voice file broadcasting period through the detection of manual call triggering event, supports to interrupt the purpose that voice broadcast changes manual call, brings better experience for the user, reduces enterprise marketing cost.
The control device, the medium and the electronic equipment for the intelligent outbound provided in the above embodiment can execute the control method for the intelligent outbound provided in any embodiment of the application, and have the corresponding functional modules and beneficial effects of executing the method. Technical details not described in detail in the above embodiments may be referred to the control method of intelligent outbound provided in any embodiment of the present application.
Note that the above is only a preferred embodiment of the present application and the technical principle applied. Those skilled in the art will appreciate that the present application is not limited to the particular embodiments described herein, but is capable of numerous obvious changes, rearrangements and substitutions as will now become apparent to those skilled in the art without departing from the scope of the present application. Therefore, while the present application has been described in connection with the above embodiments, the present application is not limited to the above embodiments, but may include many other equivalent embodiments without departing from the spirit of the present application, the scope of which is defined by the scope of the appended claims.

Claims (10)

1. A method for controlling an intelligent outbound call, the method comprising:
if the outbound project is received, outbound is carried out, and robot conversation is carried out according to a pre-configured conversation technique;
if the manual call triggering event is detected, the robot call is converted into the manual call; the manual call triggering event comprises a time triggering event and a keyword triggering event;
and displaying the communication record of the robot call to a caller in charge of the manual call, and hanging up after the manual call is completed.
2. The method of claim 1, wherein after the robotic conversation is conducted and in accordance with the pre-configured conversation, the method further comprises:
if the response sound is detected, suspending the robot call, and recording the corresponding call position when the robot call is suspended currently;
and if no voice is detected within the preset duration, continuing to play from the corresponding voice operation position when the voice is paused.
3. The method of claim 1, wherein if the artificial call trigger event is detected, converting the robot call to an artificial call comprises:
if the accumulated duration of the robot call is detected to reach the set threshold value, the robot call is converted into an artificial call;
or alternatively, the process may be performed,
if the fact that the conversation opposite side sends out a preset keyword instruction for converting the manual conversation is detected, the robot conversation is converted into the manual conversation.
4. A method according to claim 3, characterized in that the command issued by the party is recognized by means of ASR speech recognition technology.
5. A method according to claim 3, wherein the step of presenting the communication record of the robot call to the caller in charge of the manual call and hanging up after the completion of the manual call comprises:
the method comprises the steps of adopting an ASR speech recognition technology to recognize speech contents of a communication counterpart and a robot communication to obtain text information;
the text information is stored, and after the conversion into the manual call, the communication record of the robot call is displayed in the display equipment of the caller for the caller to watch;
after the manual call is completed, the on-hook processing is carried out, and the call state of the current call personnel is set to be an idle state.
6. The method of claim 1, wherein prior to making the outbound call and the robotic call according to the pre-configured call technique, the method further comprises:
responding to a login request of a caller, and setting the call state of the caller to be an idle state;
and determining the number of concurrent outbound calls according to the number of the call staff in the idle state.
7. The method of claim 1, wherein after the robotic call is conducted according to the pre-configured phone call, the method further comprises:
if the manual call triggering event is not detected, the robot hangs up after the call is completed.
8. An intelligent outbound control device, comprising:
the outbound project receiving module is used for carrying out outbound if an outbound project is received and carrying out robot conversation according to a pre-configured conversation;
the trigger event detection module is used for converting the robot call into the artificial call if the artificial call trigger event is detected; the manual call triggering event comprises a time triggering event and a keyword triggering event;
the communication record display module is used for displaying the communication record of the robot call to the call staff responsible for the manual call and hanging up after the manual call is completed.
9. A computer-readable storage medium, on which a computer program is stored, characterized in that the program, when being executed by a processor, implements the intelligent outbound control method according to any one of claims 1 to 7.
10. An electronic device comprising a memory, a processor and a computer program stored on the memory and executable on the processor, characterized in that the processor implements the method of controlling intelligent outbound as claimed in any one of claims 1-7 when executing the computer program.
CN202211141724.9A 2022-09-20 2022-09-20 Intelligent outbound control method, device, medium and electronic equipment Pending CN116567148A (en)

Priority Applications (1)

Application Number Priority Date Filing Date Title
CN202211141724.9A CN116567148A (en) 2022-09-20 2022-09-20 Intelligent outbound control method, device, medium and electronic equipment

Applications Claiming Priority (1)

Application Number Priority Date Filing Date Title
CN202211141724.9A CN116567148A (en) 2022-09-20 2022-09-20 Intelligent outbound control method, device, medium and electronic equipment

Publications (1)

Publication Number Publication Date
CN116567148A true CN116567148A (en) 2023-08-08

Family

ID=87502471

Family Applications (1)

Application Number Title Priority Date Filing Date
CN202211141724.9A Pending CN116567148A (en) 2022-09-20 2022-09-20 Intelligent outbound control method, device, medium and electronic equipment

Country Status (1)

Country Link
CN (1) CN116567148A (en)

Similar Documents

Publication Publication Date Title
AU2019246868B2 (en) Method and system for voice activation
CA2842061C (en) Method and apparatus for voice control of a mobile device
CA2851004C (en) Live person detection in an automated calling system
JP2016533690A (en) Virtual assistant during a call
US9497617B2 (en) Method and system for transmitting contact information during call
US10257350B2 (en) Playing back portions of a recorded conversation based on keywords
KR102535790B1 (en) Methods and apparatus for managing holds
CN102149051A (en) Method and system for implementing network talkback
CN111128166B (en) Optimization method and device for continuous awakening recognition function
WO2020063451A1 (en) Call voicemail messaging method, terminal, and device having storage function
US20180255163A1 (en) Automatically delaying playback of a message
CN103634448A (en) Method for intelligently responding to incoming calls by voice
CN108809894B (en) Method and terminal for processing network telephone
CN103677582A (en) Method for controlling electronic device, and electronic device
KR20150088532A (en) Apparatus for providing service during call and method for using the apparatus
CN101848259A (en) Speech processing method and system for digital family fixed telephone
CN116567148A (en) Intelligent outbound control method, device, medium and electronic equipment
CN110493461A (en) Message playback method and device, electronic equipment, storage medium
CN106878294B (en) Method and device for recording voice information by interphone
US20230254411A1 (en) Group calling system, group calling method, and program
CN114420130A (en) Telephone voice interaction method, device, equipment and storage medium
CN111884886B (en) Intelligent household communication method and system based on telephone
CN113808592A (en) Method and device for transcribing call recording, electronic equipment and storage medium
US10818295B1 (en) Maintaining network connections
CN109361820B (en) Electronic equipment control method and system and electronic equipment

Legal Events

Date Code Title Description
PB01 Publication
PB01 Publication
SE01 Entry into force of request for substantive examination
SE01 Entry into force of request for substantive examination