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Man-machine coupling type call-out scheduling method and device

A scheduling method and coupled technology, applied in the field of information processing, can solve the problems of a large number of resources and labor costs, and achieve the effect of improving the efficiency of outbound calls, improving the user experience, and reducing call loss

Active Publication Date: 2021-06-29
杭州蓦然认知科技有限公司
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  • Summary
  • Abstract
  • Description
  • Claims
  • Application Information

AI Technical Summary

Problems solved by technology

In order to meet this demand, traditional methods can purchase more lines from operators and expand customer service personnel, but this requires a lot of resources and labor costs

Method used

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  • Man-machine coupling type call-out scheduling method and device
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  • Man-machine coupling type call-out scheduling method and device

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0054] reference figure 1 , In the embodiment of the present invention, a human-machine coupling call method is provided, characterized in that

[0055] Step 101, determine whether the plurality of calls that simultaneously ratends to be turned on, if step 102 is connected;

[0056] Step 102, distribute one or more calls to the manual intelligent AI dialogue, initial response by the AI ​​dialogue robot, and the AI ​​dialogue robot has a binding relationship;

[0057] Step 103: Monitor the response of the AI ​​dialogue robot, determine if manual intervention is required; if you need manual intervention, step 104 is performed;

[0058] Step 104: Push the notification message to the artificial seating, prompting the artificial seat, the AI ​​dialogue robot needs to intervene.

[0059] Refer figure 2 The system architecture, the control center can control the simultaneous number of client phones, when there is a call, the control center is distributed by the control center, wherein th...

Embodiment 2

[0105] On the basis of the first example, a man-machine coupling scheduling method is provided. See Figure 5 It is characterized in that

[0106] Step 201, determine the conditional parameters of the AI ​​dialog robot, the condition parameters of the AI ​​dialogue robot including the first condition parameter, the second condition parameter, and the third conditional parameter, wherein the first conditional parameter indicates artificial corresponding to the AI ​​dialogue robot. The seat state, the second conditional parameter indicates that the AI ​​dialogue robot state indicates whether the AI ​​dialogue robot is in a critical dialogue;

[0107] Step 202, determine the candidate priority of the AI ​​dialogue robot based on the first condition parameter, the second condition parameter, and the third conditional parameters;

[0108] Step 203: Select N AI dialogue robots that meet the distribution condition according to the candidate priority of the AI ​​dialogue.

[0109] Step 204...

Embodiment 3

[0169] On the basis of the foregoing embodiment, reference Figure 6 , Example II showed a method of controlling a workstation control method, which is characterized in that

[0170] Step 301 listen to the working state of the AI ​​dialogue robot; wherein the working status of the AI ​​dialogue robot includes the busy state information of the AI ​​dialogue robot, and when the AI ​​dialogue robot is in a busy state, the AI ​​dialogue robot dialogue record ;

[0171] Step 302: Receive the display instruction, based on the display instruction, the display device of the artificial seat AI table, the label information of the AI ​​dialogue robot, and the working state of the AI ​​dialogue robot, dialogue record;

[0172] In step 303, it is determined whether or not the preset elastic screen trigger condition is satisfied, and if the preset flash trigger condition is satisfied, the bullet is triggered;

[0173] Step 304, based on the elastic screen scheduling, select the artificial seat, ...

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Abstract

The invention discloses a man-machine coupling type call-out scheduling method, which is characterized by comprising the following steps: step 201, determining condition parameters of an AI conversation robot, the condition parameters of the AI conversation robot comprising a first condition parameter, a second condition parameter and a third condition parameter; step 202, determining a candidate priority of the AI conversation robot according to the first condition parameter, the second condition parameter and the third condition parameter; step 203, according to the candidate priorities of the AI dialogue robots, selecting N AI dialogue robots meeting a distribution condition; and step 204, generating a distribution instruction, and distributing the connected line to the N AI dialogue robots meeting the distribution condition. By means of the method, coupling between the robot customer service and the manual service seat can be coordinated, the working time of the manual service seat is prolonged, call loss is reduced, and call-out efficiency is improved.

Description

Technical field [0001] Embodiments of the present invention relate to the field of information processing, and more particularly to a scheduling method, apparatus, terminal device, and computer readable storage medium of human-organic coupling. Background technique [0002] With the development of science and technology, the extension of the Internet industry, in order to provide business support and service optimization, maintain communication with customers, call center is an important means of connecting customers commonly used by Internet companies, and traditional call centers are mainly customer service staff. Informatization era, online customers are very large, so the requirements for online customer service are very high, need to be docked in time, and the response speed is fast. To meet this demand, traditional ways can purchase more lines from operators, expand customer service staff, but this requires a lot of resources and human costs. With the development of artific...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): G05B19/042
CPCG05B19/0423G05B2219/23051
Inventor 张伟萌戴帅湘
Owner 杭州蓦然认知科技有限公司
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