Outbound algorithm for dynamically adjusting call frequency

Abstract

The invention discloses an outbound algorithm for dynamically adjusting the call frequency. The algorithm comprises the following steps: extracting a plurality of historical call data samples in different time periods, and carrying out data marking to determine whether data are connected or not; carrying out secondary processing on the marked data, calculating an internal and external call connecting rate and a call loss rate of the connected data in unit time, and taking the rates as expected input values; constructing a three-layer neural network, inputting the historical call data sample and the expected input value into a neural network, and calculating an actual call value per minute; comparing the actual call value with the expected input value, reversely adjusting and optimizing thecall connecting rate and the call loss rate, inputting the adjusted and optimized call connecting rate and call loss rate into a neural network unit as new expected input values, and calculating an optimal call value per minute; and predicting an outbound machine to obtain an optimal call value per minute, initiating a test type batch outbound call according to a current online seat quantity anda current idle seat quantity, initiating a test type batch outbound call and dynamically adjusting the outbound call frequency according to different project models.

Description

technical field [0001] The invention belongs to the technical field of call centers, and in particular relates to an outbound call algorithm for dynamically adjusting call frequency. Background technique [0002] At present, for a large number of outbound business projects, there are two common methods. One is to use hardware equipment to make outbound calls: one agent corresponds to a dialer. Receive the agent; if the customer does not answer, then hang up and call the next call until the customer answers, and then transfer the call to the agent. In this method, the dialer locks an agent, and if the agent is free, then dials to help the agent call the customer. If the calling customer is always connected during this process, the agent is always in a waiting state, which is inefficient. [0003] In addition, in the prior art, it is also proposed to predict the number of outbound calls by using a prediction algorithm, and to allocate dials based on the number of outbound cal...

AI Technical Summary

Problems solved by technology

In this method, the dialer locks an agent. If the agent is free, it will dial to help the agent call the customer. In this process, if the calling customer is always connected, the agent is always in a waiting state, which is inefficient.

[0003] In addition, in the prior art, it is also proposed to predict the number of outbound calls by using a prediction algorithm, and to allocate dials based on the number of outbound calls. However, the success rate of outbound calls and the duration of calls are related to the active behavior of users, which cannot be accurately predicted, resulting in the prediction results There is a gap with the actual situation, so that it cannot be close to the actual situation for outbound dialing and scheduling

And there are already methods on the market for calculating the forecasted outbound call volume of call centers, but some of these methods predict inaccurate call volumes, some cannot be dynamically adjusted according to real-time call situations, and some algorithms are very complicated

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