CN116915914A - Intelligent outbound method, device, equipment and medium based on location service - Google Patents

Intelligent outbound method, device, equipment and medium based on location service Download PDF

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Publication number
CN116915914A
CN116915914A CN202310956888.5A CN202310956888A CN116915914A CN 116915914 A CN116915914 A CN 116915914A CN 202310956888 A CN202310956888 A CN 202310956888A CN 116915914 A CN116915914 A CN 116915914A
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China
Prior art keywords
outbound
task
user
task queue
information
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CN202310956888.5A
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Chinese (zh)
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马亿凯
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Ping An Life Insurance Company of China Ltd
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Ping An Life Insurance Company of China Ltd
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Priority to CN202310956888.5A priority Critical patent/CN116915914A/en
Publication of CN116915914A publication Critical patent/CN116915914A/en
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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing
    • H04M3/523—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing with call distribution or queueing
    • 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
    • H04M3/42187—Lines and connections with preferential service

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

Abstract

The present application relates to the field of intelligent outbound technologies, and in particular, to an intelligent outbound method, device, equipment, and medium based on location services. The method is applied to the financial field, the position information of the user to be called is obtained, each calling task in the calling tasks is added into a corresponding local task queue, the calling tasks in the local task queue are adjusted according to a preset adjustment strategy, the adjusted task queue is obtained, calling numbers and calling techniques are called for the calling tasks in the adjusted task queue, question and answer information of the user to be called is collected, and intention information of the user to be called is determined.

Description

Intelligent outbound method, device, equipment and medium based on location service
Technical Field
The present application relates to the field of intelligent outbound technologies, and in particular, to an intelligent outbound method, device, equipment, and medium based on location services.
Background
In the financial field, when financial institutions such as banks, securities and insurance popularize in financial products or other businesses, telephone sales is a common promotion mode, in the prior art, generally, the office workers of each local institution configure the outbound call of a task in advance, and a customer service robot of a telephone center contacts customers through telephones, but because the call of the same task is unified, and the voice call of the robot is not enough to naturally have break points, part of customers possibly hang up when the information is not heard, and the information touch rate of the outbound call task is lower. Therefore, how to improve the information access rate of the outbound task during the outbound process is a problem to be solved.
Disclosure of Invention
Based on the foregoing, it is necessary to provide an intelligent outbound method, device, equipment and medium based on location services to solve the problem of low information access rate of outbound tasks.
A first aspect of an embodiment of the present application provides an intelligent outbound method based on location services, where the intelligent outbound method includes:
acquiring the position information of a user to be outbound in each outbound task in N outbound tasks, wherein N is an integer greater than 1;
For any outbound task, adding the outbound task into a local task queue corresponding to the position information according to the position information of a user to be outbound in the corresponding outbound task, adding each outbound task in N outbound tasks into the corresponding local task queue to obtain M local task queues, wherein M is an integer less than or equal to N;
according to a preset adjustment strategy, adjusting outbound tasks in the M local task queues to obtain target local task queues corresponding to each outbound task, and adding each outbound task into the corresponding target local task queue to obtain M adjusted task queues;
aiming at any adjusted task queue, calling an outbound number and an outbound call operation for an outbound task in the adjusted task queue according to local position information corresponding to the adjusted task queue;
and carrying out intelligent outbound on the user to be outbound in the task queue after corresponding adjustment according to the outbound number and the outbound call operation, collecting question-answering information of the user to be outbound, determining intention information of the user to be outbound according to the question-answering information, and recording the intention information in an information table of the user to be outbound to obtain an updated information table.
A second aspect of an embodiment of the present application provides an intelligent outbound device based on location services, the intelligent outbound device including:
the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring the position information of a user to be outbound in each outbound task in N outbound tasks, and N is an integer greater than 1;
the adding module is used for adding the outbound tasks into local task queues corresponding to the position information according to the position information of the user to be outbound in the corresponding outbound tasks, adding each outbound task in the N outbound tasks into the corresponding local task queue to obtain M local task queues, wherein M is an integer smaller than or equal to N;
the adjustment module is used for adjusting outbound tasks in the M local task queues according to a preset adjustment strategy to obtain target local task queues corresponding to each outbound task, and adding each outbound task into the corresponding target local task queue to obtain M adjusted task queues;
the calling module is used for calling an outbound number and an outbound call operation for an outbound task in any one of the adjusted task queues according to the local position information corresponding to the adjusted task queue;
The collecting module is used for carrying out intelligent outbound on the user to be outbound in the task queue after corresponding adjustment according to the outbound number and the outbound call operation, collecting question-answer information of the user to be outbound, determining intention information of the user to be outbound according to the question-answer information, and recording the intention information in an information table of the user to be outbound to obtain an updated information table.
In a third aspect, an embodiment of the present application provides a terminal device, where the terminal device includes a processor, a memory, and a computer program stored in the memory and executable on the processor, and where the processor implements the location service based intelligent outbound method according to the first aspect when the computer program is executed.
In a fourth aspect, an embodiment of the present application provides a computer readable storage medium storing a computer program, which when executed by a processor implements the location service based intelligent outbound method according to the first aspect.
Compared with the prior art, the application has the beneficial effects that:
the method comprises the steps of obtaining position information of a user to be outbound in each outbound task of N outbound tasks, adding the outbound tasks to a local task queue corresponding to the position information according to the position information of the user to be outbound in the corresponding outbound tasks for any outbound task, adding each outbound task of the N outbound tasks to the corresponding local task queue to obtain M local task queues, wherein M is an integer smaller than or equal to N, adjusting the outbound tasks of the M local task queues according to a preset adjustment strategy to obtain a target local task queue corresponding to each outbound task, adding each outbound task to a corresponding target local task queue to obtain M adjusted task queues, calling an outbound number and an outbound call operation for the outbound task in the adjusted task queue according to the position information of the local task queue corresponding to any adjusted task queue, intelligent outbound call information of the user in the corresponding task to be outbound in the adjusted task queue according to the outbound number and the outbound call, recording the information of the user to be outbound in the target task queue, and determining the information of the user to be outbound, and the intention information of the user to be outbound is updated according to the outbound call information. In the application, the position information of the user to be called is combined with the call-out task, the number corresponding to the position information is called, the call-through rate of the user to be called for switching on the call-out is improved, the intention information corresponding to the user to be called for calling for the call-out is collected, and the call-through rate and the information touch rate of other follow-up call-out tasks can be improved.
Drawings
In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the drawings that are needed in the description of the embodiments of the present invention will be briefly described below, it being obvious that the drawings in the following description are only some embodiments of the present invention, and that other drawings may be obtained according to these drawings without inventive effort for a person skilled in the art.
FIG. 1 is a schematic view of an application environment of an intelligent outbound method based on location services according to an embodiment of the present invention;
FIG. 2 is a flow chart of an intelligent outbound method based on location services according to an embodiment of the present invention;
fig. 3 is a schematic structural diagram of an intelligent outbound device based on location services according to an embodiment of the present invention;
fig. 4 is a schematic structural diagram of a terminal device according to an embodiment of the present invention.
Detailed Description
The following description of the embodiments of the present invention will be made clearly and fully with reference to the accompanying drawings, in which it is evident that the embodiments described are some, but not all embodiments of the invention. All other embodiments, which can be made by those skilled in the art based on the embodiments of the invention without making any inventive effort, are intended to be within the scope of the invention.
It should be understood that the terms "comprises" and/or "comprising," when used in this specification and the appended claims, specify the presence of stated features, integers, steps, operations, elements, and/or components, but do not preclude the presence or addition of one or more other features, integers, steps, operations, elements, components, and/or groups thereof.
It should also be understood that the term "and/or" as used in the present specification and the appended claims refers to any and all possible combinations of one or more of the associated listed items, and includes such combinations.
As used in the present description and the appended claims, the term "if" may be interpreted as "when..once" or "in response to a determination" or "in response to detection" depending on the context. Similarly, the phrase "if a determination" or "if a [ described condition or event ] is detected" may be interpreted in the context of meaning "upon determination" or "in response to determination" or "upon detection of a [ described condition or event ]" or "in response to detection of a [ described condition or event ]".
Furthermore, the terms "first," "second," "third," and the like in the description of the present specification and in the appended claims, are used for distinguishing between descriptions and not necessarily for indicating or implying a relative importance.
Reference in the specification to "one embodiment" or "some embodiments" or the like means that a particular feature, structure, or characteristic described in connection with the embodiment is included in one or more embodiments of the invention. Thus, appearances of the phrases "in one embodiment," "in some embodiments," "in other embodiments," and the like in the specification are not necessarily all referring to the same embodiment, but mean "one or more but not all embodiments" unless expressly specified otherwise. The terms "comprising," "including," "having," and variations thereof mean "including but not limited to," unless expressly specified otherwise.
The embodiment of the invention can acquire and process the related data based on the artificial intelligence technology. Among these, artificial intelligence (Artificial Intelligence, AI) is the theory, method, technique and application system that uses a digital computer or a digital computer-controlled machine to simulate, extend and extend human intelligence, sense the environment, acquire knowledge and use knowledge to obtain optimal results.
Artificial intelligence infrastructure technologies generally include technologies such as sensors, dedicated artificial intelligence chips, cloud computing, distributed storage, big data processing technologies, operation/interaction systems, mechatronics, and the like. The artificial intelligence software technology mainly comprises a computer vision technology, a robot technology, a biological recognition technology, a voice processing technology, a natural language processing technology, machine learning/deep learning and other directions.
It should be understood that the sequence numbers of the steps in the following embodiments do not mean the order of execution, and the execution order of the processes should be determined by the functions and the internal logic, and should not be construed as limiting the implementation process of the embodiments of the present invention.
In order to illustrate the technical scheme of the invention, the following description is made by specific examples.
The intelligent outbound method based on the location service provided by the embodiment of the invention can be applied to an application environment as shown in fig. 1, wherein a client communicates with a server. The client includes, but is not limited to, a handheld computer, a desktop computer, a notebook computer, an ultra-mobile personal computer (UMPC), a netbook, a personal digital assistant (personal digital assistant, PDA), and other terminal devices. The server may be implemented as a stand-alone server or as a cluster of servers generated by multiple servers.
Referring to fig. 2, a flow chart of an intelligent outbound method based on location service according to an embodiment of the present invention is shown, where the intelligent outbound method based on location service may be applied to a server in fig. 1, and the server is connected to a corresponding client, as shown in fig. 2, and the intelligent outbound method based on location service may include the following steps.
S201: the method comprises the steps of obtaining position information of a user to be outbound in each outbound task in N outbound tasks, wherein N is an integer larger than 1.
In step S201, the outbound task may be triggered by the outbound robot, and the location information of the subscriber to be outbound may be any address information reserved for the subscriber to be outbound.
In this embodiment, the outbound robot may trigger multiple outbound tasks simultaneously, where each outbound task corresponds to one user to be outbound, and according to the user to be outbound, the location information corresponding to the user to be outbound may be obtained from a user policy or a history outbound record.
It should be noted that, the outbound task may include a request message of the outbound task, where the request message may include a promotion product to be promoted, for example, the promotion product in the outbound task may be any insurance product. When determining the user to be outbound in each outbound task, the request message can be parsed to obtain message information carried by the message, information indicating a product is obtained from the message information as an object number, and the product corresponding to the object number is determined as a request object, wherein the message information includes, but is not limited to: a promotional product to be promoted, etc. By the embodiment, the promotion products corresponding to the outgoing call waiting user and the outgoing call waiting object can be quickly obtained.
When a plurality of users to be called out are needed, users of products similar to the corresponding products can be determined to be the users to be called out according to the products corresponding to the object numbers, and channels of the users to be called out are widened.
In at least one embodiment of the present invention, a similar object of the request object is determined from a preset object library according to an object feature of the request object, and user information of the request object is obtained according to the similar object, where the object feature refers to a feature capable of characterizing the request object, for example, an object feature of the product a may be an premium amount. The preset object library stores a plurality of objects which are sold on line. The similar objects can include a plurality of objects, and refer to preset objects with object similarity greater than preset similarity. The user information refers to portrait information of the original user, and for example, the user information includes a user address and a user age, a user income level, and the like.
It should be noted that, determining similar objects of the request object from the preset object library according to the object characteristics of the request object includes: according to the request object, obtaining object characteristics, obtaining preset characteristics of preset objects in a preset object library, dividing the object characteristics into numerical characteristics and text characteristics, calculating a distance difference between the numerical characteristics and the preset characteristics, calculating feature similarity between the text characteristics and the preset characteristics, generating object similarity between the request object and each preset object according to the distance difference and the feature similarity, and determining the preset objects with object similarity larger than the preset similarity as similar objects. The numerical type feature refers to an object feature corresponding to a numerical value, and the character type feature refers to an object feature corresponding to a non-numerical value.
The preset similarity can be set according to the user quantity of the initial user, and the similar object of the request object can be accurately determined through the distance difference between the numerical type feature and the preset feature and the feature similarity between the text type feature and the preset feature. The user information may also include gender, age, territory, educational level, occupation, marital status, family status, and the like.
Optionally, obtaining location information of the user to be outbound in each outbound task of the N outbound tasks includes:
acquiring first position information, second position information and third position information of a user to be called;
and determining the position information of the user to be called out according to the priorities of the first position information, the second position information and the third position information.
In this embodiment, the obtaining of the location information of the subscriber to be outbound may be the first location information of the location of the insurance signing authority, the second location information of the location of the issue corresponding to the identity card, the third location information of the location of the recent claim or other security service, and the like, and the priority may be the first location information, the second location information, and the third location information of the location of the insurance signing authority are ordered from high to low, the first location information of the location of the insurance signing authority is used as the first priority, the second location information of the location of the issue corresponding to the identity card is used as the second priority, and the third location information of the location of the recent claim or other security service is used as the third priority.
It should be noted that, when the location information of the subscriber to be called out is obtained, the address on the policy may be extracted, and the designated location on the policy may be read. The user needs to fill in the address when insuring, so that after-sales personnel of the post-insurance company can better serve the insuring personnel. The format of the policy is fixed, and the user address filled in by the user is also filled in a fixed place. The system reads the information on the fixed place and extracts the user position information on the policy.
When the intelligent outbound is performed according to the first position information corresponding to the first priority, the intelligent outbound is performed by taking the second position information as the first priority, when the intelligent outbound is performed, the intelligent outbound is performed by taking the third position information as the first priority, and the position information corresponding to the first priority is updated sequentially. If the user has a intention to mention not to be local or other related purposes when the intelligent outbound is performed according to the first position information, the second position information and the third position information, the location mentioned by the user is directly updated as the first priority.
S202: for any outbound task, adding the outbound task into a local task queue corresponding to the position information according to the position information of the user to be outbound in the corresponding outbound task, adding each outbound task in the N outbound tasks into the corresponding local task queue to obtain M local task queues, wherein M is an integer smaller than or equal to N.
In step S202, outbound tasks are sequentially added to corresponding task queues so as to be sequentially executed according to ordered tasks in the task queues, each outbound task of the N outbound tasks is added to a corresponding local task queue, and M local task queues are obtained, where M is an integer less than or equal to N.
In this embodiment, for any outbound task, according to location information of a user to be outbound in a corresponding outbound task, the outbound task is added to a local task queue corresponding to the location information, when the location information of the user to be outbound in the outbound task is the same, the outbound task is added to the same local task queue, each outbound task in the N outbound tasks is added to the corresponding local task queue, so as to obtain M local task queues, where M is an integer less than or equal to N. For example, if the location information of the first subscriber to be outbound is in zone a, adding the outbound task corresponding to the subscriber to be outbound to the local task queue in zone a, if the location information of the second subscriber to be outbound is in zone B, adding the outbound task corresponding to the subscriber to be outbound to the local task queue in zone B, and if the location information of the third subscriber to be outbound is in zone a, adding the outbound task corresponding to the subscriber to be outbound to the local task queue in zone a. In this embodiment, the outbound task is added to the local task list, so that an intelligent outbound is performed through a local outbound sign, so as to improve the triggering efficiency of the outbound.
S203: according to a preset adjustment strategy, outbound tasks in the M local task queues are adjusted to obtain target local task queues corresponding to each outbound task, and each outbound task is added into the corresponding target local task queue to obtain M adjusted task queues.
In step S203, because the distribution of the locations of the users to be outbound is uneven, the number of outbound tasks in each local task queue is uneven, so that outbound tasks in M local task queues are adjusted according to a preset adjustment policy, so that the number of outbound tasks in each local task queue is as equal as possible, a target local task queue corresponding to each outbound task is obtained, and each outbound task is added into a corresponding target local task queue, so as to obtain M adjusted task queues.
In this embodiment, according to a preset adjustment policy, outbound tasks in M local task queues are adjusted, each outbound task is adjusted to a corresponding local task queue, the load of the local task queue with a large number of outbound tasks is reduced, a target local task queue corresponding to each outbound task is obtained, and each outbound task is added to a corresponding target local task queue, so as to obtain M adjusted task queues.
Optionally, according to a preset adjustment policy, adjusting outbound tasks in the M local task queues to obtain a target local task queue corresponding to each outbound task, including:
aiming at any local task queue, acquiring a first load number of the local task queue, judging whether a user to be outbound is an intelligent outbound for the first time according to a historical intelligent outbound record if the number of outbound tasks in the local task queue is larger than the first load number, taking the local task queue as a target local task queue corresponding to the outbound tasks if the user to be outbound is the intelligent outbound for the first time, and preferentially adding the outbound tasks corresponding to the user to be outbound to the local task queue to obtain the rest outbound tasks which are not added to the task queue;
and selecting a corresponding target local task queue for the remaining outbound tasks from the remaining local task queue sink according to the position information of the user to be outbound in the remaining outbound tasks, and adding each remaining outbound task into the corresponding target local task queue to obtain the target local task queue corresponding to each outbound task.
In this embodiment, when the local task queue is adjusted, a first load number of the local task queue is first obtained, whether the number of outbound tasks in the local task queue exceeds the first load number or not is judged, when the number of outbound tasks is greater than the first load number, the outbound tasks are adjusted, then whether a user waiting for outbound is an intelligent outbound for the first time is judged, if the user waiting for outbound is the intelligent outbound for the first time, the outbound tasks are not adjusted, the local task queue is used as a target local task queue corresponding to the outbound tasks, and the outbound tasks corresponding to the user waiting for outbound are added to the local task queue preferentially, so that the remaining outbound tasks which are not added to the task queue are obtained.
And selecting a corresponding target local task queue for the remaining outbound tasks from the remaining local task queues according to the position information of the user to be outbound in the remaining outbound tasks, and adding each remaining outbound task into the corresponding target local task queue to obtain the target local task queue corresponding to each outbound task. For example, the remaining outbound tasks are added to a local task queue that is similar to the location information of the subscriber to be outbound.
When the number of the outbound users to be outbound in the outbound tasks is larger than the first load number, the time of adding the outbound users to the local task queue is sequentially adjusted according to the time of adding each outbound task into the local task queue, the outbound tasks which are stored in the local task queue and are the outbound tasks which are the outbound users to be outbound for the first intelligent outbound are arranged among the outbound tasks which are the outbound users to be outbound for the first intelligent outbound according to the time priority, and the outbound tasks are added into the local task queue. For example, when the user to be outbound in the outbound task a and the outbound task B are both first intelligent outbound, the users are arranged and added into the local task queue according to the time when the outbound task a and the outbound task B are added into the local task queue.
When the local task queue is added with the outbound tasks of which the outbound users are the first intelligent outbound preferentially, the number of the outbound tasks does not reach the first load number, and when the local task queue can also be added with other outbound tasks, other intelligent outbound tasks are not added for the first time, and when the position information in other outbound tasks is the local position information, the local task queue is added according to the time priority. For example, when the outbound user in the outbound task C and the outbound task D is a non-first intelligent outbound, the outbound users are arranged and added into the local task queue according to the time when the outbound task C and the outbound task D are added into the local task queue.
Optionally, selecting a corresponding target local task queue for the remaining outbound tasks from the remaining local task queues according to the location information of the user to be outbound in the remaining outbound tasks, including:
selecting candidate position information matched with the position information according to the position information of the user to be outbound in the residual outbound tasks aiming at any residual outbound tasks;
and determining a target local task queue corresponding to the candidate position information according to the candidate position information, and adding the residual outbound task into the target local task queue.
In this embodiment, a corresponding destination local task queue is selected for the remaining outbound tasks that overload the local task queue, selection may be performed according to location information of a user to be outbound in the remaining outbound tasks, candidate location information that matches the location information is selected, a target local task queue corresponding to the candidate location information is determined according to the candidate location information, and the remaining outbound tasks are added to the target local task queue. For example, if the remaining outbound task is a remaining outbound task in the local task queue a, selecting a local task queue similar to the location information in the local task queue a for the remaining task as a candidate local task queue of the remaining outbound task, where the candidate local task queue may be a local task queue B, and the location information in the local task queue a and the location information in the local task queue B are the same region or the same province of location information. For example, if the position information in the local task queue a is the position information of the market in a certain province, the position information in the local task queue B may be the position information of the rest of the market in the same province, and when the position information of the rest of the market is selected, the position information of the rest of the market close to the position information in the local task queue a may be selected.
It should be noted that, for any remaining outbound task, candidate location information matched with the location information is selected according to the location information of the user to be outbound in the remaining outbound task, where when the candidate location information matched with the location information is selected, the distance score between the different preset location information may be according to the distance score, when the two location information are far apart, the smaller the distance score, when the two location information are near apart, the greater the distance score, the distance score of the location information corresponding to the remaining outbound task and the location information corresponding to the remaining local task queue is determined, and when the distance score is greater than the distance threshold, the corresponding location information is used as the candidate location information matched with the location information. And selecting a local task queue corresponding to the maximum value of the distance score in the candidate information as a corresponding target task queue.
Optionally, determining a target local task queue corresponding to the candidate position information according to the candidate position information, and adding the remaining outbound tasks to the target local task queue, and then further including:
and acquiring a second load number of the target local task queue, and if the number of outbound tasks in the target local task queue is larger than the second load number, determining the corresponding target local task queue again after the rest outbound tasks are in the preset time according to the preset time.
In this embodiment, after selecting a corresponding target local task queue for the remaining outbound task, a second load number of the target local task queue needs to be obtained, if the number of outbound tasks in the target local task queue is greater than the second load number, another target local task queue is selected from the target local task queues corresponding to the candidate location information, and if the number of outbound tasks in all target local task queues in the target local task queues corresponding to the candidate location information is greater than the corresponding second load number, the corresponding target local task queue is determined again after the remaining outbound task is within a preset time according to a preset time. When the corresponding target local task queues are selected for the residual outbound tasks, and all the target local task queues corresponding to the selected position information are in overload operation, the residual outbound tasks wait, after the preset time, the outbound tasks after being executed are deleted from the target local task queues, and the residual outbound tasks are added into the corresponding target local task queues, so that the problem of overload operation in the local area is avoided.
S204: and aiming at any adjusted task queue, calling an outbound number and an outbound call operation for an outbound task in the adjusted task queue according to the local position information corresponding to the adjusted task queue.
In step S204, according to the local position information corresponding to the adjusted task queue, a corresponding outbound number is called for the outbound task in the task queue, and the outbound number corresponds to the local number corresponding to the position information of the user to be outbound, so as to improve the user connection efficiency, call the outbound call operation for the outbound task in the adjusted task queue, and communicate with the user by using the call operation which is easier to be received by the user to be outbound, so as to increase the interest of the user in the product promoted by the outbound call, and improve the triggering efficiency of the user to be outbound call.
In this embodiment, when corresponding products are recommended to different users, the outbound numbers of the areas corresponding to the different location information are different, and when the local person receives the local number, the switching-on efficiency of the local person can be improved, and different outbound calling techniques are used for different users to be outbound, so that the interest of the user in the products of the outbound promotion is increased, and the triggering efficiency of the users to be outbound is improved.
Optionally, calling an outbound call procedure for an outbound call task in the adjusted task queue according to the local position information corresponding to the adjusted task queue, including:
if the corresponding user to be called in the call task is the first intelligent call, calling a first call operation;
If the corresponding subscriber to be called in the call-out task is a non-first intelligent call-out, a second call-out operation is called.
In this embodiment, when the corresponding outbound call operation is called, according to whether the corresponding user to be outbound call in the outbound call task is the first intelligent outbound call, if the corresponding user to be outbound call in the outbound call task is the first intelligent outbound call, the first outbound call operation is called, and if the corresponding user to be outbound call in the outbound call task is the non-first intelligent outbound call, the second outbound call operation is called. The first type of external call may be a call for introducing a product to be promoted, and the second type of external call may be a call for introducing an advantage of the product to be promoted. Different outbound calls may be set according to specific situations, and the present embodiment is not limited.
S205: according to the calling number and the calling operation, intelligent calling is carried out on the user to be called in the task queue after corresponding adjustment, question and answer information of the user to be called is collected, intention information of the user to be called is determined according to the question and answer information, the intention information is recorded in an information table of the user to be called, and an updated information table is obtained.
In step S205, the called outbound number and the outbound call operation are used to make an intelligent outbound call, when the intelligent outbound call is turned on by the user, question and answer information of the user is collected, according to the question and answer information, intention information of the user to be outbound call is determined, the intention information is recorded in an information table of the user to be outbound call, and an updated information table is obtained, so that when the intelligent outbound call is made next time, the corresponding outbound call operation is updated according to the updated information table, the updated outbound call operation corresponds to the intention of the user to be outbound call, and the probability of purchasing a product by the user is increased. The information list of the users waiting for outbound is an information list for collecting possible business handling of each user waiting for outbound.
Optionally, acquiring question and answer information of the user to be called out, and determining intention information of the user to be called out according to the question and answer information, including:
extracting question and answer keywords in the question and answer information, and matching the question and answer keywords with service keywords in preset services to obtain matching scores of each preset service;
and determining intention information of the business to be handled of the user to be outbound according to the matching score.
In this embodiment, when determining the intention information of the user to be called out, the intention information of the business to be handled of the user to be called out may be determined according to the keywords of the user in the question and answer process, the question and answer keywords in the question and answer information may be extracted, the question and answer keywords may be matched with the business keywords in the preset business, the matching score of each preset business may be obtained, and the intention information of the business to be handled of the user to be called out may be determined according to the matching score. When matching is performed, the keywords such as subjects, predicates and objects in the question and answer information can be matched with each preset service to obtain the sum of the matching scores of the keywords, and the preset service with the largest sum is used as the service to be handled of the user to be called.
The method comprises the steps of obtaining position information of a user to be outbound in each outbound task of N outbound tasks, adding the outbound tasks to a local task queue corresponding to the position information according to the position information of the user to be outbound in the corresponding outbound tasks for any outbound task, adding each outbound task of the N outbound tasks to the corresponding local task queue to obtain M local task queues, wherein M is an integer smaller than or equal to N, adjusting the outbound tasks of the M local task queues according to a preset adjustment strategy to obtain a target local task queue corresponding to each outbound task, adding each outbound task to a corresponding target local task queue to obtain M adjusted task queues, calling an outbound number and an outbound call operation for the outbound task in the adjusted task queue according to the position information of the local task queue corresponding to any adjusted task queue, intelligent outbound call information of the user in the corresponding task to be outbound in the adjusted task queue according to the outbound number and the outbound call, recording the information of the user to be outbound in the target task queue, and determining the information of the user to be outbound, and the intention information of the user to be outbound is updated according to the outbound call information. In the application, the position information of the user to be called is combined with the call-out task, the number corresponding to the position information is called, the call-through rate of the user to be called for switching on the call-out is improved, the intention information corresponding to the user to be called for calling for the call-out is collected, and the call-through rate and the information touch rate of other follow-up call-out tasks can be improved.
Referring to fig. 3, fig. 3 is a schematic structural diagram of an intelligent outbound device based on location services according to an embodiment of the present invention. The terminal in this embodiment includes units for executing the steps in the embodiment corresponding to fig. 2. Refer specifically to fig. 2 and the related description in the embodiment corresponding to fig. 2. For convenience of explanation, only the portions related to the present embodiment are shown. As shown in fig. 3, the intelligent outbound apparatus 30 includes: the system comprises an acquisition module 31, a joining module 32, an adjustment module 33, a retrieval module 34 and a collection module 35.
An obtaining module 31, configured to obtain location information of a subscriber to be outbound in each outbound task of N outbound tasks, where N is an integer greater than 1;
the adding module 32 is configured to add, for any outbound task, the outbound task to a local task queue corresponding to the location information according to the location information of the user to be outbound in the corresponding outbound task, and add each outbound task in the N outbound tasks to the corresponding local task queue to obtain M local task queues, where M is an integer less than or equal to N;
the adjusting module 33 is configured to adjust outbound tasks in the M local task queues according to a preset adjustment policy, obtain a target local task queue corresponding to each outbound task, and add each outbound task to the corresponding target local task queue, thereby obtaining M adjusted task queues;
The calling module 34 is configured to call the outbound number and the outbound call procedure for the outbound task in the adjusted task queue according to the local position information corresponding to the adjusted task queue;
the collecting module 35 is configured to perform intelligent outbound on the user to be outbound in the task queue after the adjustment according to the outbound number and the outbound call operation, collect question-answer information of the user to be outbound, determine intention information of the user to be outbound according to the question-answer information, and record the intention information in an information table of the user to be outbound to obtain an updated information table.
Optionally, the acquiring module 31 includes:
the location information acquisition unit is used for acquiring first location information, second location information and third location information of the user to be called;
and the determining unit is used for determining the position information of the user to be called out according to the priorities of the first position information, the second position information and the third position information.
Optionally, the adjusting module 33 includes:
the judging unit is used for acquiring a first load number of a local task queue aiming at any local task queue, judging whether a user to be outbound is an intelligent outbound for the first time according to a historical intelligent outbound record if the number of outbound tasks in the local task queue is larger than the first load number, taking the local task queue as a target local task queue corresponding to the outbound tasks if the user to be outbound is the intelligent outbound for the first time, and preferentially adding the outbound tasks corresponding to the user to be outbound to the local task queue to obtain the rest outbound tasks which are not added into the task queue;
The selecting unit is used for selecting a corresponding target local task queue for the remaining outbound tasks from the remaining local task queue assembly according to the position information of the user to be outbound in the remaining outbound tasks, and adding each remaining outbound task into the corresponding target local task queue to obtain the target local task queue corresponding to each outbound task.
Optionally, the selecting unit includes:
candidate subunit, configured to select candidate location information matching with location information according to location information of a subscriber to be outbound in a remaining outbound task, for any remaining outbound task;
and the adding subunit is used for determining a target local task queue corresponding to the candidate position information according to the candidate position information, and adding the residual outbound task into the target local task queue.
Optionally, the selecting unit further includes:
and the secondary determining subunit is used for obtaining the second load number of the target local task queue, and if the number of outbound tasks in the target local task queue is larger than the second load number, determining the corresponding target local task queue again after the remaining outbound tasks are in the preset time according to the preset time.
Optionally, the aforementioned calling module 34 includes:
The first calling unit is used for calling a first calling operation if the corresponding user to be called in the calling task is the first intelligent calling;
the second calling unit is used for calling a second calling operation if the corresponding user to be called in the calling task is a non-first intelligent calling.
Optionally, the acquisition module 35 includes:
the extraction unit is used for extracting question-answer keywords in the question-answer information, and matching the question-answer keywords with service keywords in preset services to obtain matching scores of the question-answer keywords and each preset service;
and the intention determining unit is used for determining intention information of the business to be handled of the user to be called out according to the matching score.
It should be noted that, because the content of information interaction and execution process between the above units is based on the same concept as the method embodiment of the present invention, specific functions and technical effects thereof may be referred to in the method embodiment section, and will not be described herein.
Fig. 4 is a schematic structural diagram of a terminal device according to an embodiment of the present invention. As shown in fig. 4, the terminal device of this embodiment includes: at least one processor (only one shown in fig. 4), a memory, and a computer program stored in the memory and executable on the at least one processor, the processor executing the computer program performing any of the individual location-based service intelligent outbound method steps described above.
The terminal device may include, but is not limited to, a processor, a memory. It will be appreciated by those skilled in the art that fig. 4 is merely an example of a terminal device and is not limiting of the terminal device, and that the terminal device may comprise more or less components than shown, or may combine some components, or different components, e.g. may further comprise a network interface, a display screen, input means, etc.
The processor may be a CPU, but may also be other general purpose processors, digital signal processors (Digital Signal Processor, DSP), application specific integrated circuits (Application Specific Integrated Circuit, ASIC), off-the-shelf programmable gate arrays (Field-Programmable Gate Array, FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, or the like. A general purpose processor may be a microprocessor or the processor may be any conventional processor or the like.
The memory includes a readable storage medium, an internal memory, etc., where the internal memory may be a memory of the terminal device, and the internal memory provides an environment for the operation of an operating system and computer readable instructions in the readable storage medium. The readable storage medium may be a hard disk of the terminal device, and in other embodiments may be an external storage device of the terminal device, for example, a plug-in hard disk, a Smart Media Card (SMC), a Secure Digital (SD) Card, a Flash Card (Flash Card), etc. that are provided on the terminal device. Further, the memory may also include both an internal storage unit of the terminal device and an external storage device. The memory is used to store an operating system, application programs, boot loader (BootLoader), data, and other programs such as program codes of computer programs, and the like. The memory may also be used to temporarily store data that has been output or is to be output.
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 units and modules is illustrated, and in practical application, the above-described functional distribution may be performed by different functional units and modules according to needs, i.e. the internal structure of the apparatus is divided into different functional units or modules to perform all or part of the above-described functions. The functional units and modules in the embodiment may be integrated in one processing unit, or each unit may exist alone physically, or two or more units may be integrated in one unit, where the integrated units may be implemented in a form of hardware or a form of a software functional unit. In addition, the specific names of the functional units and modules are only for distinguishing from each other, and are not used for limiting the protection scope of the present invention. The specific working process of the units and modules in the above device may refer to the corresponding process in the foregoing method embodiment, which is not described herein again. The integrated units, if implemented in the form of software functional units and sold or used as stand-alone products, may be stored in a computer readable storage medium. Based on such understanding, the present invention may implement all or part of the flow of the method of the above-described embodiment, and may be implemented by a computer program to instruct related hardware, and the computer program may be stored in a computer readable storage medium, where the computer program, when executed by a processor, may implement the steps of the method embodiment described above. Wherein the computer program comprises computer program code, which may be in the form of source code, object code, executable files or in some intermediate form, etc. The computer readable medium may include at least: any entity or device capable of carrying computer program code, a recording medium, a computer Memory, a Read-Only Memory (ROM), a random access Memory (Random Access Memory, RAM), an electrical carrier signal, a telecommunications signal, and a software distribution medium. Such as a U-disk, removable hard disk, magnetic or optical disk, etc. In some jurisdictions, computer readable media may not be electrical carrier signals and telecommunications signals in accordance with legislation and patent practice.
The present invention may also be implemented by a computer program product for implementing all or part of the steps of the method embodiments described above, when the computer program product is run on a terminal device, causing the terminal device to execute the steps of the method embodiments described above.
In the foregoing embodiments, the descriptions of the embodiments are emphasized, and in part, not described or illustrated in any particular embodiment, reference is made to the related descriptions of other embodiments.
Those of ordinary skill in the art will appreciate that the various illustrative elements and algorithm steps described in connection with the embodiments disclosed herein may be implemented as electronic hardware, or combinations of computer software and electronic hardware. Whether such functionality is implemented as hardware or software depends upon the particular application and design constraints imposed on the solution. Skilled artisans may implement the described functionality in varying ways for each particular application, but such implementation decisions should not be interpreted as causing a departure from the scope of the present invention.
In the embodiments provided in the present invention, it should be understood that the disclosed apparatus/terminal device and method may be implemented in other manners. For example, the apparatus/terminal device embodiments described above are merely illustrative, e.g., the division of modules or units is merely a logical function division, and there may be additional divisions when actually implemented, e.g., multiple units or components may be combined or integrated into another system, or some features may be omitted or not performed. Alternatively, the coupling or direct coupling or communication connection shown or discussed may be an indirect coupling or communication connection via interfaces, devices or units, which may be in electrical, mechanical or other forms.
The elements illustrated as separate elements may or may not be physically separate, and elements shown as elements may or may not be physically located, or may be distributed over a plurality of network elements. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.
The above embodiments are only for illustrating the technical solution of the present invention, and are not limiting; although the invention has been described in detail with reference to the foregoing embodiments, it will be understood by those of ordinary skill in the art that: the technical scheme described in the foregoing embodiments can be modified or some technical features thereof can be replaced by equivalents; such modifications and substitutions do not depart from the spirit and scope of the technical solutions of the embodiments of the present invention, and are intended to be included in the scope of the present invention.

Claims (10)

1. An intelligent outbound method based on location services, the intelligent outbound method comprising:
acquiring the position information of a user to be outbound in each outbound task in N outbound tasks, wherein N is an integer greater than 1;
For any outbound task, adding the outbound task into a local task queue corresponding to the position information according to the position information of a user to be outbound in the corresponding outbound task, adding each outbound task in N outbound tasks into the corresponding local task queue to obtain M local task queues, wherein M is an integer less than or equal to N;
according to a preset adjustment strategy, adjusting outbound tasks in the M local task queues to obtain target local task queues corresponding to each outbound task, and adding each outbound task into the corresponding target local task queue to obtain M adjusted task queues;
aiming at any adjusted task queue, calling an outbound number and an outbound call operation for an outbound task in the adjusted task queue according to local position information corresponding to the adjusted task queue;
and carrying out intelligent outbound on the user to be outbound in the task queue after corresponding adjustment according to the outbound number and the outbound call operation, collecting question-answering information of the user to be outbound, determining intention information of the user to be outbound according to the question-answering information, and recording the intention information in an information table of the user to be outbound to obtain an updated information table.
2. The intelligent outbound method of claim 1 wherein the obtaining location information of the subscriber to be outbound in each of the N outbound tasks comprises:
acquiring first position information, second position information and third position information of the user to be called out;
and determining the position information of the user waiting for outbound according to the priorities of the first position information, the second position information and the third position information.
3. The intelligent outbound method according to claim 1, wherein the adjusting outbound tasks in the M local task queues according to a preset adjustment policy to obtain a target local task queue corresponding to each outbound task includes:
for any local task queue, acquiring a first load number of the local task queue, if the number of outbound tasks in the local task queue is larger than the first load number, judging whether the user to be outbound is an intelligent outbound for the first time according to a historical intelligent outbound record, if so, taking the local task queue as a target local task queue corresponding to the outbound task, and preferentially adding the outbound task corresponding to the user to be outbound to the local task queue to obtain the rest outbound tasks which are not added to the task queue;
And selecting a corresponding target local task queue for the residual outbound task from the residual local task queue according to the position information of the user to be outbound in the residual outbound task, and adding each residual outbound task into the corresponding target local task queue to obtain the target local task queue corresponding to each outbound task.
4. The intelligent outbound method according to claim 3, wherein selecting a corresponding target local task queue for the remaining outbound task from a remaining local task queue pool according to the location information of the subscriber to be outbound in the remaining outbound task comprises:
selecting candidate position information matched with the position information according to the position information of the user to be outbound in the residual outbound task aiming at any residual outbound task;
and determining a target local task queue corresponding to the candidate position information according to the candidate position information, and adding the residual outbound task into the target local task queue.
5. The intelligent outbound method according to claim 4, wherein determining a target local task queue corresponding to the candidate location information according to the candidate location information, and adding the remaining outbound tasks to the target local task queue, further comprises:
And acquiring a second load number of the target local task queue, and if the number of outbound tasks in the target local task queue is larger than the second load number, determining the corresponding target local task queue again after the rest outbound tasks are in the preset time according to the preset time.
6. The intelligent outbound method of claim 1 wherein invoking outbound calls for outbound tasks in the adjusted task queue based on local location information corresponding to the adjusted task queue comprises:
if the corresponding user to be outbound in the outbound task is the first intelligent outbound, calling a first outbound call operation;
and if the corresponding subscriber to be called in the call-out task is a non-first intelligent call-out, calling a second call-out operation.
7. The intelligent outbound method of claim 1, wherein the collecting the question-answer information of the user to be outbound, and determining the intention information of the user to be outbound according to the question-answer information, comprises:
extracting question-answer keywords in the question-answer information, and matching the question-answer keywords with service keywords in preset services to obtain matching scores of the question-answer keywords and each preset service;
And determining intention information of the business to be handled of the user to be outbound according to the matching score.
8. An intelligent outbound device based on location services, the intelligent outbound device comprising:
the system comprises an acquisition module, a processing module and a processing module, wherein the acquisition module is used for acquiring the position information of a user to be outbound in each outbound task in N outbound tasks, and N is an integer greater than 1;
the adding module is used for adding the outbound tasks into local task queues corresponding to the position information according to the position information of the user to be outbound in the corresponding outbound tasks, adding each outbound task in the N outbound tasks into the corresponding local task queue to obtain M local task queues, wherein M is an integer smaller than or equal to N;
the adjustment module is used for adjusting outbound tasks in the M local task queues according to a preset adjustment strategy to obtain target local task queues corresponding to each outbound task, and adding each outbound task into the corresponding target local task queue to obtain M adjusted task queues;
the calling module is used for calling an outbound number and an outbound call operation for an outbound task in any one of the adjusted task queues according to the local position information corresponding to the adjusted task queue;
The collecting module is used for carrying out intelligent outbound on the user to be outbound in the task queue after corresponding adjustment according to the outbound number and the outbound call operation, collecting question-answer information of the user to be outbound, determining intention information of the user to be outbound according to the question-answer information, and recording the intention information in an information table of the user to be outbound to obtain an updated information table.
9. A terminal device, characterized in that it comprises a processor, a memory and a computer program stored in the memory and executable on the processor, which processor, when executing the computer program, implements the intelligent outbound method according to any of claims 1 to 7.
10. A computer readable storage medium storing a computer program, characterized in that the computer program, when executed by a processor, implements the intelligent outbound method according to any one of claims 1 to 7.
CN202310956888.5A 2023-07-28 2023-07-28 Intelligent outbound method, device, equipment and medium based on location service Pending CN116915914A (en)

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