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A scheduling method and device for man-machine coupled outbound calls

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: 2022-03-11
张智
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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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  • A scheduling method and device for man-machine coupled outbound calls
  • A scheduling method and device for man-machine coupled outbound calls
  • A scheduling method and device for man-machine coupled outbound calls

Examples

Experimental program
Comparison scheme
Effect test

Embodiment 1

[0054] refer to figure 1 , Embodiment 1 of the present invention provides a man-machine coupled calling method, which is characterized in that:

[0055] Step 101, judging whether multiple calls initiated at the same time are connected, if connected, go to step 102;

[0056] Step 102: Distribute the connected one or more calls to an artificial intelligence AI dialogue robot, and the AI ​​dialogue robot performs an initial response, and the AI ​​dialogue robot has a binding relationship with a human agent;

[0057] Step 103, monitor the response of the AI ​​dialogue robot, and determine whether manual intervention is required; if manual intervention is required, perform step 104;

[0058] Step 104 , push a notification message to the human agent, prompting the human agent that the AI ​​dialogue robot needs dialogue intervention.

[0059] refer to figure 2 system architecture, the control center can control to dial multiple customer calls at the same time, when there are conn...

Embodiment 2

[0105] On the basis of Embodiment 1, a method for scheduling man-machine coupled outbound calls is provided, see Figure 5 , which is characterized by,

[0106] Step 201: Determine the conditional parameters of the AI ​​dialogue robot, where the conditional parameters of the AI ​​dialogue robot include a first conditional parameter, a second conditional parameter, and a third conditional parameter, wherein the first conditional parameter indicates the artificial intelligence corresponding to the AI ​​dialogue robot. Agent status, the second condition parameter indicates the state of the AI ​​dialogue robot, and the third condition parameter indicates whether the AI ​​dialogue robot is in a key dialogue link;

[0107] Step 202: Determine the candidate priority of the AI ​​dialogue robot according to the first condition parameter, the second condition parameter, and the third condition parameter;

[0108] Step 203, according to the candidate priority of the AI ​​dialogue robot,...

Embodiment 3

[0169] On the basis of the foregoing embodiments, reference Image 6 , Embodiment 3 provides an artificial agent AI workbench control method, which is characterized in that,

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

[0171] Step 302: Receive a display instruction, and based on the display instruction, display the label information of the AI ​​dialogue robot, as well as the working status and dialogue record of the AI ​​dialogue robot on the display device of the artificial agent AI workbench;

[0172] Step 303, judging whether a preset pop-up screen triggering condition is met, and if the preset pop-up screen triggering condition is met, triggering the pop-up screen scheduling;

[0173] Step 304 , based on the po...

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Abstract

The invention discloses a man-machine coupled outbound call scheduling method, characterized in that, in step 201, condition parameters of an AI dialogue robot are determined, and the condition parameters of the AI ​​dialogue robot include a first condition parameter, a second condition parameter, And the third condition parameter; Step 202, according to the first condition parameter, the second condition parameter, and the third condition parameter, determine the candidate priority of the AI ​​dialogue robot; Step 203, according to the candidate priority of the AI ​​dialogue robot Priority, select N AI dialogue robots that meet the distribution conditions; step 204, generate a distribution instruction, and distribute the connected lines to the N AI dialogue robots that meet the distribution conditions. Through the method of the present invention, the coupling between the robot customer service and the artificial seat can be coordinated, the working time of the artificial seat can be improved, the call loss can be reduced, and the outbound call efficiency can be improved.

Description

technical field [0001] The embodiments of the present invention relate to the technical field of information processing, and in particular, to a scheduling method, apparatus, terminal device, and computer-readable storage medium for a man-machine coupled outbound call. Background technique [0002] With the development of science and technology and the prosperity of the Internet industry, in order to provide business support and service optimization, and maintain communication with customers, call centers are an important means for Internet companies to connect customers. Traditional call centers are mainly customer service personnel. In the information age, the number of online customers is very large, so the requirements for online customer service are very high, and it is necessary to connect with customers in a timely manner and respond quickly. To meet this demand, traditional methods can purchase more lines from operators and expand customer service personnel, but this...

Claims

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Application Information

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Patent Type & Authority Patents(China)
IPC IPC(8): G05B19/042
CPCG05B19/0423G05B2219/23051
Inventor 张伟萌戴帅湘
Owner 张智
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