Predictive outbound method and predictive outbound system

A technology of outbound call algorithm and mode, which is applied in the direction of automatic switching office, telephone communication, electrical components, etc., can solve the problem of lack of man-machine cooperation scene predictive outbound call, etc., and achieve the effect of reducing idle time and call loss rate

Active Publication Date: 2021-08-31
北京灵伴即时智能科技有限公司
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  • Abstract
  • Description
  • Claims
  • Application Information

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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  • Predictive outbound method and predictive outbound system
  • Predictive outbound method and predictive outbound system

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Embodiment Construction

[0049] The following will clearly and completely describe the technical solutions in the embodiments of the present invention with reference to the accompanying drawings in the embodiments of the present invention. Obviously, the described embodiments are only some, not all, embodiments of the present invention. Based on the embodiments of the present invention, all other embodiments obtained by persons of ordinary skill in the art without creative efforts fall within the protection scope of the present invention.

[0050] Such as figure 1 As shown, the present invention discloses a predictive outbound method, comprising:

[0051] The predictive outbound system initializes and obtains outbound task information; the predictive outbound system includes a predictive outbound device, an artificial agent group, and a robot agent; The devices are connected; the outbound call task information includes outbound call mode, outbound call number information, and outbound call result inf...

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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...

Claims

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Application Information

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Patent Type & Authority Applications(China)
IPC IPC(8): H04M3/51H04M3/523H04M3/527
CPCH04M3/5175H04M3/5232H04M3/5238H04M3/527
Inventor 庞在虎高懿陈博
Owner 北京灵伴即时智能科技有限公司
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