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Flow scheduling method and device, computing device and storage medium

A scheduling method and technology for traffic flow, applied in the direction of subscriber special services, electrical components, automatic switching offices, etc., can solve problems such as poor experience, waste of manpower, and inability to enjoy idle agent resources, so as to improve user experience for help, guarantee Make full use of and improve the effect of user experience

Active Publication Date: 2020-08-11
ADVANCED NEW TECH CO LTD
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

At this time, the second agent in the seat is relatively free, but at this time, after a user makes a call, he is diverted to the robot self-service service because the problem is relatively simple, and cannot enjoy the idle seat resources. The experience is not good and it causes a waste of manpower.

Method used

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  • Flow scheduling method and device, computing device and storage medium
  • Flow scheduling method and device, computing device and storage medium
  • Flow scheduling method and device, computing device and storage medium

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Embodiment Construction

[0024] In the following description, numerous specific details are set forth in order to provide a thorough understanding of the specification. However, this specification can be implemented in many other ways different from those described here, and those skilled in the art can make similar extensions without violating the connotation of this specification, so this specification is not limited by the specific implementations disclosed below.

[0025] As mentioned above, when a user encounters a problem, he or she will seek help from the customer service through a fixed phone or Internet phone within a certain period of time. For example, the customer service calls of banks and other institutions are usually fixed phones, and online shopping malls such as JD.com usually use Internet phones or fixed phones. . Both fixed-line customer service and Internet telephone customer service generally include manual service and robot self-service. To sum up, the current status of IVR inc...

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Abstract

The invention provides a flow scheduling method and a device, a computing device and a storage medium, wherein the flow scheduling method comprises the following steps of: acquiring a second predictedflow rate of a (t+1) period obtained by a flow prediction model established in advance, wherein t is a sequence number of a current period and (t+1) is a sequence number of a next period of the current period; according to the second predicted flow rate of the (t+1) period, the capacity of the (t+1) period, the proportion of the automatic diversion to the labor, the target connection rate and theproportion of the diversion self-help rejection, determining the adjustment proportion; according to the modulation proportion, carrying out the modulation dispatch of the flow.

Description

technical field [0001] This specification relates to the technical field of traffic forecasting, and in particular to a traffic scheduling method and device, computing equipment, and storage media. Background technique [0002] In the era of artificial intelligence, many companies in the industry already have dual service capabilities of IVR (Interactive Voice Response) and robot self-service. IVR services are undertaken by artificial seats with limited service resources, while robot self-service capabilities can meet almost all service demands, but the experience is slightly lower than manual services. [0003] In an intelligent IVR system, the user will be asked to describe the problem encountered. From the description, the system recognizes "standard questions" for help. Since the IVR and the self-service robot use the same knowledge base, the self-help resolution rate can be calculated according to the hotline help-seeking problems. Operations personnel update the bas...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): H04M3/523H04M3/51
CPCH04M3/5166H04M3/5232H04M3/5238
Inventor 黄剑韦运波王占东赵小然王颖胡云芳
Owner ADVANCED NEW TECH CO LTD