TWM633050U - Intelligent outbound call management system - Google Patents

Abstract

An intelligent out-dialing management system includes a database, an intelligent voice server, and an out-dialing management server. When the outbound management server judges that an outbound list needs to be answered by customer service personnel, it dynamically adjusts an outbound frequency according to the number of calls that can be answered by multiple customer service telephone devices, and dials a number of calls included in the outbound list. When the customer is to be contacted, and it is judged that a telephone device answers the call, the telephone device is transferred to the intelligent voice server, and the intelligent voice server outputs the preset voice to the telephone device, and receives a voice message from the telephone device. The voice to be analyzed, and when the intelligent voice server determines that customer service personnel are required to serve according to the voice to be analyzed, the telephone device is transferred to a customer service telephone device that can answer calls among the customer service telephone equipment.

Description

Intelligent outbound management system

The present invention relates to an outdialing management system, in particular to an intelligent outdialing management system for dynamically adjusting outdialing frequency according to the number of incoming calls.

At present, when banks want to notify customers of important matters or introduce financial products to customers, the outbound system often calls the customer. When the customer is willing to listen to the introduction of financial products and then transfers to the customer service center, the customer service center encounters a full line. Situations (for example, customer service personnel who are free to answer the phone encounter emergency situations such as other customers coming in and wanting to report the loss of credit cards), there is no way to serve online customers immediately. Therefore, if it is possible to provide a smart outbound management system that enables the customer service center to provide customer service immediately after dialing the customer's phone number, it becomes a topic worthy of research and development.

Therefore, the purpose of the present invention is to provide an intelligent outbound management system that provides customer service immediately.

Therefore, this new model provides an intelligent outbound management system, which is suitable for customers A plurality of customer service telephone devices used by service personnel, and includes a database, an intelligent voice server, and an outbound management server.

The database is used to store an outbound call list. The outbound call list includes multiple customers to be contacted and their contact information. The intelligent voice server is electrically connected to the customer service telephone equipment. The outbound management server is electrically coupled to the intelligent voice server and can access the database. When it judges that the outbound call list read from the database needs to be answered by customer service personnel, it The number of calls that can be received by the telephone device dynamically adjusts an outbound frequency, and calls the waiting customer included in the outbound list according to the contact information included in the outbound list and the outbound frequency, and the judgment is made When a telephone device of the contact customer answers the call, the telephone device is transferred to the intelligent voice server.

The intelligent voice server outputs the preset voice to the telephone device, and receives a voice to be analyzed from the telephone device, and when the intelligent voice server judges that it needs to be served by customer service personnel according to the voice to be analyzed, the telephone device Transfer to a customer service telephone device in which the customer service telephone equipment can receive calls.

In some implementation aspects, it also includes a message push server electrically connected to the intelligent voice server, wherein, when the intelligent voice server judges that there is a data requested or needed by the customer to be contacted according to the voice to be analyzed When in the database, the intelligent voice server obtains the data from the database, and provides the contact information and the data of the customer to be contacted to the message push server, so that the message push server according to the Contact information provides the information to the telephone device or a computer of the customer to be contacted device.

In some implementations, wherein, the database also stores a customer complaint record, the customer complaint record includes at least one customer who refuses to be actively contacted, and the waiting customer included in the outbound call list has excluded the customer complaint record including of the at least one customer who declined unsolicited contact.

In some implementation aspects, the outbound management server also dynamically adjusts the outbound frequency according to a historical transfer experience value corresponding to a service attribute.

In some implementation aspects, the outbound management server also dynamically adjusts the outbound frequency according to a latest outbound record. The latest outbound record includes a transfer rate.

The effect of the new model is: when the outbound management server dynamically adjusts the outbound frequency according to the number of calls that can be answered by the customer service telephone equipment, and judges that the telephone device of the customer to be contacted answers the call, the telephone device is transferred to Connected to the intelligent voice server, the intelligent voice server will transfer the telephone device to one of the customer service telephone equipment that can answer calls when it judges that the voice to be analyzed from the telephone device needs to be served by customer service personnel. Customer service telephone equipment, which can provide instant customer service.

1: Customer service telephone equipment

2: Database

3: Intelligent voice server

4: Outbound management server

5: Telephone device

6: Message push server

100: Intelligent outbound management system

Other features and functions of the present invention will be clearly presented in the implementation manner with reference to the drawings, wherein: FIG. 1 is a block diagram illustrating an embodiment of the new intelligent outbound management system.

Before the present invention is described in detail, it should be noted that in the following description, similar elements are denoted by the same numerals.

Referring to Fig. 1, an embodiment of the novel intelligent outbound management system 100 is applicable to a plurality of customer service telephone devices 1 used by customer service personnel, and includes a database 2, an intelligent voice server 3, an outbound management server Device 4 and a message pushing server 6 electrically connected to the intelligent voice server 3.

The database 2 is used to store an outbound call list. The outbound call list includes multiple customers to be contacted and their contact information. Each contact information includes the customer's name, date of birth, e-mail address, home address and telephone number, etc., but is not limited thereto.

Table 1 exemplarily illustrates the main categories of the outbound call list:

Refer to Table 1. The customers included in the outbound call list are, for example, high-quality customers introduced by wealth management products, potential customers promoted by credit cards, target customers introduced by preferential loans, or customers notified of bill payment, etc., but not limited to In addition, the outbound call list may also include customers of other service services that need to be notified by phone. It should be noted that outside The dialing mode is divided into two categories: real customer service and AI (intelligent) voice service or message push. Service is provided through the intelligent voice server 3 and the message push server 6, without real customer service.

The database 2 also stores a customer complaint record, the customer complaint record includes at least one customer who refuses to take the initiative to contact, and the customer waiting to be contacted included in the outbound call list has excluded the at least one customer who refuses to take the initiative to contact the customer complaint record. client. For example, when a customer reports to the bank that he does not want to receive telemarketing, and the bank records the customer as a customer who refuses to actively promote customers, but the database 2 has not yet been updated in batches, the customer's contact information will be Stored in the customer complaint record, so that before the batch update of the database 2, the bank will refer to the customer complaint record when generating the outbound call list for outbound telemarketing, and the customer complaint record Customers recorded in are excluded from this outbound list to avoid calling customers who refuse to be contacted proactively.

The intelligent voice server 3 is electrically connected with the customer service telephone devices 1, and is used to provide functions of semantic recognition (ASR), interactive voice response (IVR) and voice distribution. In this embodiment, the intelligent voice server 3 utilizes natural language processing (Natural Language Processing, NLP) in artificial intelligence (AI) technology for language cognition, understanding, and generation. And since the intelligent voice technology is a known technology and not the technical focus of the present invention, it will not be described in detail here.

This outbound management server 4 is a computer device, and it is connected with this intelligent voice server device 3 is electrically coupled (such as direct electrical connection or through network communication) and is electrically connected to the database 2 so as to be able to access the database 2, when it determines that the outbound call list read from the database 2 needs to be obtained by When the customer service personnel answer the call, they dynamically adjust an outbound frequency according to the number of calls that can be answered by the customer service telephone equipment 1, the historical transfer experience value of a corresponding service attribute and the latest outbound record, and according to the outbound call list The included contact information and the outbound frequency dial a call to the waiting customer included in the outbound list, and then, when it judges that a telephone device 5 of a customer waiting to be contacted answers the call, the telephone device 5 is transferred to this intelligent voice server 3. In addition, the above-mentioned historical transfer experience value corresponding to the service attribute refers to the statistical average result of the historical transfer rate stored in the historical outbound records of multiple corresponding service attributes, which can also be called the historical transfer rate , that is, the statistical average of the ratio of the number of customers who are willing to contact customer service after making a call to the number of outbound calls. The above-mentioned latest outbound record includes a transfer rate. The transfer rate is the ratio of the number of customers who are willing to contact customer service after making a call to the number of outbound calls.

After this intelligent voice server 3 answers this telephone device 5, output preset voice (for example ask some pre-recorded questions to verify the client and guide the client to answer questions) to this telephone device 5, and receive a voice from this telephone device 5 Voice to be analyzed (such as the voice of the customer answering questions), and when the intelligent voice server 3 judges that it needs to be served by customer service personnel according to the voice to be analyzed, the telephone device 5 is transferred to the customer service telephone equipment 1, where calls can be answered A customer service telephone device 1 .

For example, the outbound call list in this embodiment is for those who want to introduce High-quality customers of wealth management products. And the historical transfer experience value of this corresponding service attribute (introduction of wealth management products) is 10%. The customer of this intelligent voice server 3 analyzes the voice of the customer and judges that it is willing to accept the service of customer service personnel. And if at this time, among these customer service telephone equipment 1, there are only 9 customer service telephone equipment 1 that can answer calls, then the outbound management server 4 will transfer the experience value according to the history of the corresponding service attribute (introduction of wealth management products) And among these customer service phone devices 1, the customer service phone devices 1 (9) that can answer calls dynamically adjust the outbound frequency, for example, from 100 outbound calls per 10 minutes to outbound 90 outbound calls, so as to prevent customers from having Willing to listen to financial product introductions but have to wait for customer service online. Of course, the historical transfer experience values corresponding to different service attributes will also be different. For example, if the outbound call list is for example a potential customer for insurance planning, then the historical transfer experience value of the corresponding service attribute (insurance planning) is about 3~5%. And this outbound management server 4 will firstly apply the historical transfer experience value of the corresponding service attribute to make a call according to the outbound list at the beginning of the day, because there is no outbound record (that is, the above-mentioned The last outbound record), so the outbound management server 4 does not know the transfer rate yet.

It should be noted that when the intelligent voice server 3 transfers the telephone device 5 to the customer service telephone equipment 1 that can answer calls, it will assign lines to The customer service telephone device 1 corresponding to the customer service personnel with the service business attribute expertise. That is, when the outbound call list is, for example, When introducing wealth management products, the intelligent voice server 3 preferentially transfers the telephone device 5 to the customer service phone equipment 1, which can answer calls and corresponds to the customer service telephone equipment 1 with customer service personnel who have wealth management product introduction expertise.

Following the previous example, if the first outbound period is at 3:00 p.m. on 00.00.00, 2000, the outbound management server 4 will perform outbound for the first financial product introduction on the day according to the outbound list. After that, it will be known from the first outbound call record (that is, the last outbound call record mentioned above) that the transfer rate is 15%, and it will be judged that the transfer rate is higher than the historical transfer rate of the corresponding service attribute (financial product introduction). When the experience value of 10% is even higher, then in the next outbound time period (for example, at 4:00 p.m. When making outbound calls for secondary wealth management product introductions, the outbound call frequency will be dynamically adjusted using the transfer rate of 15%. For example, when the outbound management server 4 judges that there are 48 customer service telephone equipment 1 among the customer service telephone equipment 1 that can answer calls, the outbound management server 4 will use the transfer rate of 15 % and the number of such customer service telephone equipment 1 that can answer calls (48), for example, instead of making 100 outbound calls every 10 minutes to 320 outbound calls (number of outbound calls = 48/0.15 =320).

It is worth mentioning that the outbound management server 4 of this embodiment can also dynamically adjust the outbound frequency only according to the number of calls that the customer service telephone devices 1 can receive. For example, when the number of calls that can be answered by these customer service telephone devices 1 is 50, then the outbound management server 4 will The quantity (50) of server telephone equipment 1 is changed into 50 outgoing calls by dialing out 100 calls every 10 minutes for example.

In addition, when the intelligent voice server 3 judges that a data requested or needed by the customer to be contacted (such as a detailed description of a certain financial product) exists in the database 2 based on the voice to be analyzed from the customer, the intelligent voice server 3 The voice server 3 obtains the data from the database 2, and provides the contact information and the data of the customer to be contacted to the message push server 6, so that the message push server 6 provides the message push server 6 according to the contact information. The information is given to the telephone device 5 (through SMS) or a computer device (not shown) (through electronic mail) of the customer to be contacted. The message pushing server 6 is, for example, a short message (SMS) service server, a connection (LINE) service server, or other service servers that can provide text messages.

For example, in other embodiments, the outgoing call list is, for example, customers who are notified of card fee payment. , birth date, zodiac and other personal data), after judging (verifying) that the customer to be contacted is the person, the intelligent voice server 3 obtains the data (for example, card fee bill) from the database 2, and the intelligent voice server 3 The voice server 3 will first inform the client to pay the (credit) card fee as soon as possible, and then, after the call ends, the intelligent voice server 3 will provide the contact information and the data of the customer to be contacted to the message push server 6. Make the message push server 6 provide the information to the telephone device 5 or the computer device (not shown) of the customer to be contacted according to the contact information.

And when this outbound management server 4 judges that this telephone device 5 of the customer to be contacted does not answer the call, then record an unanswered message and store an unanswered call list in the database 2. Afterwards, the outgoing call management server 4 can set redial times for the missed call list, and dial again in another set time period.

To sum up, the new intelligent outbound management system 100 can dynamically adjust the outbound frequency. After dialing the customer's phone and judging that the customer is willing to contact the customer service, it can be transferred to the online customer service to provide instant customer service. Avoiding long-term impatient customers also improves customer experience. Therefore, can really reach the effect and the purpose of this novel.

But the above-mentioned ones are only embodiments of the present invention, and should not limit the scope of implementation of the present invention with this. All simple equivalent changes and modifications made according to the patent scope of the present application and the content of the patent specification are still within the scope of the present invention. Within the scope covered by this patent.

1: Customer service telephone equipment

2: Database

3: Intelligent voice server

4: Outbound management server

5: Telephone device

6: Message push server

100: Intelligent outbound management system

Claims (5)

An intelligent outbound management system is applicable to multiple customer service telephone devices used by customer service personnel; the intelligent outbound management system includes: A database for storing an outbound call list, the outbound call list includes a plurality of customers to be contacted and their contact information; An intelligent voice server, electrically connected to the customer service telephone equipment; and An outbound management server, which is electrically coupled to the intelligent voice server and can access the database. When it judges that the outbound call list read from the database needs to be answered by customer service personnel, it bases the The customer service telephone equipment can answer the number of calls, dynamically adjust an outbound frequency, and make calls to the waiting customers included in the outbound list according to the contact information included in the outbound list and the outbound frequency, and its judgment When a telephone device to be connected to the customer answers the call, the telephone device is transferred to the intelligent voice server; The intelligent voice server outputs the preset voice to the telephone device, and receives a voice to be analyzed from the telephone device, and when the intelligent voice server judges that it needs to be served by customer service personnel according to the voice to be analyzed, the telephone device Transfer to a customer service telephone device in which the customer service telephone equipment can receive calls. The intelligent outbound management system as described in claim 1 further includes a message push server electrically connected to the intelligent voice server, wherein, when the intelligent voice server judges the request of the customer to be contacted according to the voice to be analyzed Or when the required data exists in the database, the intelligent voice server obtains the data from the database, and provides the contact information and the data of the customer to be contacted to the message push server, so that the message The push-and-dial server provides the information to the telephone device or a computer device of the customer to be contacted according to the contact information. The intelligent outbound management system as described in claim 1, wherein the database also stores a customer complaint record, the customer complaint record includes at least one customer who refuses to contact actively, and the customer waiting to be contacted included in the outbound call list has Exclude the at least one customer who refuses to contact actively included in the customer complaint record. The intelligent outbound management system according to claim 1, wherein the outbound management server dynamically adjusts the outbound frequency according to a historical transfer experience value corresponding to a service attribute. The intelligent outbound management system as described in claim 1, wherein the outbound management server also dynamically adjusts the outbound frequency according to a latest outbound record, and the latest outbound record includes a transfer rate.

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