Predictive outbound method and predictive outbound system

Abstract

The invention discloses a predictive outbound method. The method comprises the following steps: initializing and acquiring outbound task information; selecting an outbound mode according to the acquired outbound task information, and calculating the number of outbound calls needing to be sent currently according to a predictive outbound algorithm corresponding to the outbound mode, the outbound mode comprises a robot customer service mode and a human-machine cooperation mode; obtaining outbound call number information in the outbound task information, and triggering a corresponding outbound task according to the number of outbound calls needing to be sent currently; and after the outbound task is completed, recording an outbound result, and updating outbound result information in the outbound task information. In addition, the invention also discloses a predictive outbound system. According to the method, outbound processing in a robot customer service mode and a human-machine cooperation mode is met, stable and efficient predictive outbound call can be realized in a human-machine cooperation scene, the average idle duration of a manual customer service is greatly reduced, and the call loss rate is effectively reduced.

Description

technical field [0001] The invention relates to the technical field of telephone outgoing calls, in particular to a predictive outgoing call method and a predictive outgoing call system. Background technique [0002] In the prior art, the predictive outbound system communicates with customers in a targeted and planned way through telephone outbound calls, thereby establishing a communication channel between the enterprise and customers; If it is connected, the predictive outbound call system will immediately assign the connected user to an idle agent for follow-up communication; if it is judged that the call is unanswered or busy based on signaling or voice recognition, predictive The predictive outbound call system records the dialing results, and sends a new call at the next outbound call time according to the outbound call strategy; if the dialed phone number is a shutdown or empty number, the predictive outbound call system records relevant information and calls the next...

AI Technical Summary

Problems solved by technology

[0003] However, the inventors have found through research that the existing technology usually only predicts outbound calls for purely manual customer service scenarios, but lacks support for predictive outbound calls for human-machine collaboration scenarios. In the artificial customer service scene, the dialogue link between the customer and the robot is added, that is, the man-machine dialogue link

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