Extension identification method, system and device in outbound scene and storage medium
A recognition method and extension technology, applied in the computer field, can solve the problems of voice robot call completion rate decrease, outbound waiting time extension, customer service manpower consumption, etc., to improve efficiency, outbound call completion rate, and save waiting time Effect
Active Publication Date: 2021-04-09
CTRIP COMP TECH SHANGHAI
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Problems solved by technology
This method consumes manpower for customer service, increases the workload and reduces the efficiency of outbound calls
In addition, if the extension information is not updated in time, the call completion rate of the voice robot will be significantly reduced, and the waiting time for outbound calls will be prolonged, reducing the efficiency of outbound calls
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[0062] Example embodiments will now be described more fully with reference to the accompanying drawings. Example embodiments may, however, be embodied in many forms and should not be construed as limited to the embodiments set forth herein. Rather, these embodiments are provided so that this disclosure will be thorough and complete, and will fully convey the concept of the example embodiments to those skilled in the art. The same reference numerals denote the same or similar structures in the drawings, and thus their repeated descriptions will be omitted.
[0063] Such as figure 1 As shown, an embodiment of the present invention discloses an extension identification method in an outbound call scenario, the method includes the following steps:
[0064] S10. Acquire historical voice response data within a first preset time period. Specifically, in this embodiment, the above-mentioned historical voice response data includes the outgoing call object, the host number, the extens...
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The invention provides an extension recognition method, system and device in an outbound scene and a storage medium. The method comprises the steps of obtaining historical voice response data in a first preset time period; preprocessing and standardizing the historical voice response data in sequence to obtain target extension data; generating a first full scale based on the target extension data; obtaining current voice response data in a second preset time period, and generating an increment table based on the current voice response data, wherein the second preset time period is after the first preset time period; updating the first full scale based on the increment table to obtain a second full scale; obtaining a service request of a to-be-called telephone; executing an outbound operation, obtaining a target extension number matched with the extension service contained in the service request based on the service request and the second full scale, and executing a response based on the target extension number. According to the invention, the efficiency of docking outbound objects such as hotels by the voice robot and the outbound call completing rate are improved.
Description
technical field [0001] The present invention relates to the field of computer technology, in particular to an extension identification method, system, device and storage medium in an outbound call scenario. Background technique [0002] In the OTA (Online Travel Agency, Online Travel Agency) industry, intelligent voice robots need to connect with institutions such as hotels or travel agencies by phone to obtain services such as room reservations, order inquiries, and after-sales services. When the hotel phone has IVR (Interactive Voice Response, Interactive Voice Response) broadcast extension transfer function, the voice robot needs to have the function of identifying the extension. [0003] When new hotel extension information is generated, it is generally necessary to manually update the database storing the hotel extension information so that the voice robot can recognize the extension. This method consumes customer service manpower, increases the workload and reduces th...
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IPC IPC(8): H04M3/493
CPCH04M3/493
Inventor 雷志丹江小林罗超胡泓李巍邹宇
Owner CTRIP COMP TECH SHANGHAI