Telephone Appointment Dialing Method and Device

Abstract

Embodiments of the present application disclose a method and device for making a telephone appointment call, relating to the field of cloud computing. A specific implementation of the method includes: in response to a user accepting a current call request, identifying the user's intention based on the call content with the user; determining an appointment time for initiating a next call request to the user based on the identified user intention; and in response to detecting that the appointment time is within a preset task call period, adding appointment information indicating the appointment time for initiating the next call request to the user to a scheduling engine. This implementation determines the appointment time according to the call content, makes a timely follow-up call to the customer according to the appointment time, and avoids repeated harassment; makes a call to the user based on the validity of the preset task call period, prevents making ineffective calls, and improves the call efficiency of the outbound call robot.

Description

Technical Field

[0001] The embodiments of the present application relate to the field of computer technology, and particularly to a method and device for making a phone call by appointment. Background Art

[0002] A phone call outbound robot can dial a customer's specified number through task scheduling, talk to the customer, and complete certain tasks (such as notifications, debt collection, customer follow-up, etc.). However, in some special scenarios, the customer is inconvenient to answer the phone. At this time, the customer will express intentions such as "I'm busy, call me later", "Let's talk about it tomorrow", "Contact me at night", "Consider it next month", etc. Such intentions mean that the customer does not want to answer the phone or carry out the specified activity currently, but does not refuse and specifies a clear or vague next call time.

[0003] Currently, when the above situation occurs, the outbound robot doesn't know how to respond. Summary of the Invention

[0004] The embodiments of the present application propose a method and device for making a phone call by appointment.

[0005] In a first aspect, the embodiments of the present application provide a method for making a phone call by appointment. The method includes: in response to a user accepting a current call request, identifying the user's intention based on the call content with the user; determining an appointment time for initiating a next call request to the user based on the identified user intention; and in response to detecting that the appointment time is within a preset task dialing period, adding appointment information indicating the appointment time for initiating a next call request to the user to a scheduling engine.

[0006] In some embodiments, the method further includes: in response to determining that the appointment time has arrived, initiating a call request to the user through the scheduling engine.

[0007] In some embodiments, the method further includes: in response to detecting that the appointment time is not within a preset task dialing period, storing the appointment information indicating the appointment time for initiating a next call request to the user in a list to be annotated; the list to be annotated is used to indicate re-determining the appointment time.

[0008] In some embodiments, the above determining an appointment time for initiating a next call request to the user based on the identified user intention includes: in response to the user intention not indicating an appointment time, determining whether the user intention includes an appointment period for initiating a next call request to the user; and in response to the user intention including an appointment period for initiating a next call request to the user, determining an appointment time for initiating a next call request to the user from the appointment period.

[0009] In some embodiments, the above-mentioned determining, in response to a user intention including a reservation period for initiating a next call request to the user, the reservation moment for initiating the next call request to the user from the reservation period includes: in response to the user intention including the reservation period for initiating the next call request to the user, guiding the customer to determine, through the conversation, the reservation moment for initiating the next call request to the user during the reservation period.

[0010] In some embodiments, the method further includes: in response to detecting that the user has multiple phone accounts and determining that the user has accepted a call request through a phone account among the multiple phone accounts, deleting the call request information of other phone accounts in the multiple phone accounts that have not accepted the call request in the scheduling engine.

[0011] In a second aspect, an embodiment of the present application provides a telephone reservation and dialing device, where the device includes: an intention recognition unit configured to recognize the user's intention based on the conversation content with the user in response to the user accepting the current call request; a reservation determination unit configured to determine the reservation moment for initiating a next call request to the user based on the recognized user intention; and a scheduling unit configured to add reservation information indicating the reservation moment for initiating the next call request to the user to the scheduling engine in response to detecting that the reservation moment is within a preset task dialing period.

[0012] In some embodiments, the device further includes: a call request unit configured to initiate a call request to the user through the scheduling engine in response to determining that the reservation moment has arrived.

[0013] In some embodiments, the scheduling unit is further configured to store the reservation information indicating the reservation moment for initiating the next call request to the user in a to-be-annotated list in response to detecting that the reservation moment is not within the preset task dialing period; the to-be-annotated list is used to indicate re-determining the reservation moment.

[0014] In some embodiments, the reservation determination unit is further configured to determine whether the user intention includes a reservation period for initiating a next call request to the user in response to the user intention not indicating the reservation moment; in response to the user intention including the reservation period for initiating the next call request to the user, determining the reservation moment for initiating the next call request to the user from the reservation period.

[0015] In some embodiments, the reservation determination unit is further configured to guide the customer to determine, through the conversation, the reservation moment for initiating the next call request to the user during the reservation period in response to the user intention including the reservation period for initiating the next call request to the user.

[0016] In some embodiments, the device further includes: a deletion unit configured to, in response to detecting that the user has multiple phone accounts and determining that the user has accepted a call request through one of the multiple phone accounts, delete the call request information of the other phone accounts in the multiple phone accounts that have not accepted the call request in the scheduling engine.

[0017] In a third aspect, an embodiment of the present application provides a computer-readable medium having a computer program stored thereon, wherein when the program is executed by a processor, the method described in any implementation manner of the first aspect is implemented.

[0018] In a fourth aspect, an embodiment of the present application provides an electronic device, including: one or more processors; a storage device having one or more programs stored thereon, and when the one or more programs are executed by the one or more processors, the one or more processors implement the method described in any implementation manner of the first aspect.

[0019] For the phone reservation calling method and device provided in the embodiments of the present application, first, in response to the user accepting the current call request, the intention of the user is recognized based on the call content with the user; then, based on the recognized user intention, the reservation time for initiating the next call request to the user is determined; then, in response to detecting that the reservation time is within the preset task calling period, the reservation information indicating the reservation time for initiating the next call request to the user is added to the scheduling engine. The phone outbound robot of the present application can determine the reservation time for the next call based on the call content with the customer, make a timely follow-up visit to the customer according to the reservation time, and avoid repeated harassment; make a call to the user based on the effectiveness of the preset task calling time period, prevent making invalid calls, and improve the calling efficiency of the phone outbound robot. BRIEF DESCRIPTION OF THE DRAWINGS

[0020] By reading the detailed description of the non-limiting embodiments with reference to the following drawings, other features, objectives, and advantages of the present application will become more obvious:

[0021] Figure 1 is an exemplary system architecture diagram to which an embodiment of the present application can be applied;

[0022] Figure 2 is a flowchart of an embodiment of the phone reservation calling method according to the present application;

[0023] Figure 3 is a schematic diagram of an application scenario of the phone reservation calling method according to this embodiment;

[0024] Figure 4 is a flowchart of another embodiment of the phone reservation calling method according to the present application;

[0025] Figure 5It is a structural diagram of an embodiment of a telephone appointment calling device according to the present application;

[0026] Figure 6 It is a schematic structural diagram of a computer system of a computer device suitable for implementing the embodiments of the present application. Detailed implementation manners

[0027] The present application will be further described in detail below with reference to the drawings and embodiments. It can be understood that the specific embodiments described herein are only used to explain the related invention, rather than limiting the invention. Additionally, it should be noted that for the sake of description, only parts related to the relevant invention are shown in the drawings.

[0028] It should be noted that, without conflict, the embodiments in the present application and the features in the embodiments can be combined with each other. The present application will be described in detail below with reference to the drawings and embodiments.

[0029] In a typical configuration of the present application, both the communication device and the telephone outbound calling device include one or more processors (CPUs), an input / output interface, a network interface, and a memory. The memory may include non-permanent memory in a computer-readable medium, random access memory (RAM), and / or non-volatile memory in the form of, for example, read-only memory (ROM) or flash memory (flash RAM). The memory is an example of a computer-readable medium.

[0030] The computer-readable medium includes permanent and non-permanent, removable and non-removable media, and information storage can be implemented by any method or technology. The information can be computer-readable instructions, data structures, program modules, or other data. Examples of computer storage media include, but are not limited to, phase change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory, or other memory technologies, compact disc read-only memory (CD-ROM), digital versatile disc (DVD), or other optical storage, magnetic cassette tapes, magnetic disk storage, or other magnetic storage devices, or any other non-transmission media that can be used to store information accessible by a computing device. As defined herein, the computer-readable medium does not include transitory media, such as modulated data signals and carrier waves.

[0031] Figure 1 An exemplary architecture 100 is shown to which the telephone appointment calling method and device of the present application can be applied.

[0032] Such as Figure 1As shown, the system architecture 100 may include communication devices 101, 102, 103, a network 104, and an outbound call device 105. The network 104 is used as a medium to provide a communication link between the communication devices 101, 102, 103 and the outbound call device 105. The network 104 may include various connection types, such as wired, wireless communication links, or fiber optic cables, etc.

[0033] In this embodiment, the outbound call device 105 may use the network 104 to make calls with the user's communication devices 101, 102, 103, such as for tasks like activity notifications, debt collection, and customer follow-up.

[0034] The communication devices 101, 102, 103 may be hardware devices or software that support network connections to provide telephone call services. When the communication devices 101, 102, 103 are hardware, they may be various electronic devices with call functions such as answering and dialing, including but not limited to smartphones, landline telephones, smartwatches, in-vehicle telephones, etc. When the communication devices 101, 102, 103 are software, they may be installed in the above-listed electronic devices. They may be implemented as multiple software or software modules with call functions such as answering and dialing, or as a single software or software module. No specific limitation is made here.

[0035] The outbound call device 105 may be an outbound call device that provides various services. For example, it may be an outbound call robot, a server, etc. that provides services related to activity notifications, debt collection, and customer follow-up to the communication devices 101, 102, 103. The outbound call robot, server, and other outbound call devices determine the appointment time for the next call with the customer based on the call content with the customer.

[0036] It should be noted that the outbound call device may be hardware or software. When the outbound call device is hardware, it may be implemented as a distributed server cluster composed of multiple servers or as a single server. When the outbound call device is software, it may be implemented as multiple software or software modules for providing distributed services or as a single software or software module. No specific limitation is made here.

[0037] It should be understood that Figure 1 the numbers of the communication devices and the outbound call device in

[0038] Continue to refer to Figure 2 , which shows a flowchart 200 of an embodiment of the telephone appointment and dialing method according to the present application. The telephone appointment and dialing method includes the following steps:

[0039] Step 201, in response to the user accepting the current call request, identify the user's intention based on the call content with the user.

[0040] In this embodiment, the call request can be various call requests, including but not limited to call requests related to activity notifications, debt collection, and customer return visits. First, the execution entity (such as Figure 1 the outbound call device in) initiates a call request to the user according to the user information stored in the scheduling engine in the storage order. The user information includes but is not limited to the user's name, phone account, and user needs.

[0041] In response to the user accepting the current call request, the execution entity stores the call voice data between the customer and the user, and identifies the user's intention based on the call content with the user. In this embodiment, the execution entity mainly identifies the intention that the user is temporarily inconvenient to continue the call. When expressing such an intention, the customer generally uses expressions such as "I'm very busy, call me later", "Let's talk about it tomorrow", "Contact me tonight", "Consider it next month", etc. In some alternative embodiments of this embodiment, a voice matching database can be established based on the expressions of the intention of temporarily being inconvenient to continue the call by humans, and the execution entity obtains the intention that the user is temporarily inconvenient to continue the call based on the voice matching database.

[0042] In some alternative embodiments, when communicating with the user, the user's voiceprint information is detected in real time, and data such as the user's physiological state and emotion during the call are obtained based on the user's voiceprint information to assist in identifying the user's intention. For example, if it is detected through the user's voiceprint information that the user is currently in a low mood, it can be considered to a certain extent that the user has the possibility of being inconvenient to continue the call.

[0043] Step 202, based on the identified user intention, determine the appointment time for initiating the next call request to the user.

[0044] In this embodiment, the user may indicate the time when the next call can be made while expressing the intention. Therefore, during the call with the customer, the execution entity uses the time matching mode to monitor in real time whether the user expresses the call time indicating the next call. The time matching mode means that the execution entity of this embodiment, according to the preset matching rules, matches the key content related to time in real time according to the call content with the user. For example, if the user expresses "It's convenient to talk at 2 pm" during the call, the execution entity will match the two time keywords "afternoon" and "two o'clock", and then combine the time keywords with the current time to calculate the appointment time. If the user actively indicates the call time of the next call during the call, it is determined as the appointment time indicating the next call.

[0045] In more cases, the user may not actively indicate the call time for the next call. What the user expresses may only be a time period, not a specific call time. At this time, the execution entity can select a specific time within the reservation period as the reservation period. In some alternative embodiments, corresponding preset times can be set for various possible reservation periods, and the preset time within the reservation period can be used as the reservation time for initiating a request for the next call to the user.

[0046] In some alternative embodiments, in response to the user's intention including a reservation period for initiating a request for the next call to the user, the customer is guided through the conversation to determine the reservation time for initiating a request for the next call to the user within the reservation period. Conversation guidance is a function of the execution entity in this embodiment. The execution entity is equipped with a natural language processing system for communicating with the user during the call and obtaining the user's reservation time information. When the user does not express any information related to the reservation time, but it is detected that the user has the intention to communicate again (such as "Let's learn about it next time"), the customer can also be guided through the conversation to determine the reservation time for initiating a request for the next call to the user.

[0047] Step 203, in response to detecting that the reservation time is within the preset task dialing period, add the reservation information indicating the reservation time for initiating a request for the next call to the user to the scheduling engine.

[0048] In this embodiment, the role of the scheduling engine is to schedule appropriate outbound call devices according to the configuration information. It includes three aspects of functions: routing decision: determining what to execute next; data organization: preparing the correct data for the outbound call device that is about to be executed; calling the outbound call device: completing the call function with the external connection system.

[0049] In this embodiment, after determining the reservation time, it is necessary to determine whether the reservation time is within the reservation task dialing period. The reservation task dialing period is the task effective period set for the current task executed by the execution entity. Taking the execution entity executing the activity notification task as an example, the reservation task dialing period can be the effective period of the activity. If it is determined that the reservation time is within the task dialing period, that is, the reservation time is within the activity's limited period, the reservation information indicating the reservation time for initiating a request for the next call to the user can be added to the scheduling engine.

[0050] In this embodiment, if it is detected that the reserved time is not within the preset task calling period, the reservation information of the reserved time for indicating the next call request to the user is stored in the list to be labeled. Continuing with the example of the execution entity performing the activity notification task, when it is detected that the reserved time is not within the preset task calling period, that is, the reserved time is not within the activity validity period, it is no longer meaningful to notify the customer. Therefore, when it is detected that the reserved time is not within the preset task calling period, its reservation information is stored in the list to be labeled; this list to be labeled is used to indicate to re-determine the reserved time. The re-determination of the reserved time can be performed manually according to the call voice data between the execution entity and the customer. The reservation information of the reserved time that is manually determined, used to indicate the next call request to the user, and within the task calling period is added to the scheduling engine.

[0051] In this embodiment, first, the execution entity responds to the user's acceptance of the current call request, and identifies the user's intention based on the call content with the user; then, based on the identified user intention, determines the reserved time for the next call request to the user; then, in response to detecting that the reserved time is within the preset task calling period, adds the reservation information of the reserved time for indicating the next call request to the user to the scheduling engine. By making a timely follow-up call to the customer according to the reserved time, it prevents the situation of missing customers who intend to make the next call, and improves the intelligence level of the outbound call device; makes a call to the user based on the effectiveness of the preset task calling time period, prevents making ineffective calls, and improves the calling efficiency of the outbound call robot.

[0052] Continue to refer to Figure 3 , which schematically shows an application scenario of the telephone reservation calling method according to this embodiment. The outbound call device of the bank 301 performs an activity notification task to the customers 302 of the bank 301 according to the preferential activity being held by the bank 301. In response to the user 302 accepting the current call request, it is recognized based on the call content with the user 302 that the user 302 is in a meeting and does not continue the call. Based on the recognized intention of the user not being convenient to continue the call, the customer is guided by the conversation to indicate when it is convenient to make a call. In the subsequent communication with the customer, it is detected that the user is convenient to make a second call at 2 pm. The outbound call device obtains the data information that the user 302 is convenient to make a second call at 2 pm, and detects that 2 pm is still within the task calling period, sets 2:30 pm as the reserved time for the next call request to the user, and adds the reservation information of the reserved time for indicating the next call request to the user to the scheduling engine 303.

[0053] Continue to refer to Figure 4 , which shows a schematic flow 400 of another embodiment of the telephone reservation calling method applied according to the present application. This telephone reservation calling method includes the following steps:

[0054] Step 401: In response to the user accepting the current call request, identify the user's intention based on the call content with the user.

[0055] In this embodiment, Step 401 is executed in a manner similar to Step 201, which will not be elaborated here.

[0056] Step 402: Based on the identified user intention, determine the appointment time for initiating the next call request to the user.

[0057] In this embodiment, Step 402 is executed in a manner similar to Step 202, which will not be elaborated here.

[0058] Step 403: In response to detecting that the appointment time is within the preset task call period, add the appointment information indicating the appointment time for initiating the next call request to the user to the scheduling engine.

[0059] In this embodiment, Step 403 is executed in a manner similar to Step 203, which will not be elaborated here.

[0060] Step 404: In response to detecting that the user has multiple phone accounts, determine whether any of the user's multiple phone accounts has accepted a call request.

[0061] In this embodiment, the user may have multiple phone accounts. For a user with multiple phone accounts, before initiating a call request to the user's phone accounts, it is necessary to first detect whether any of the user's multiple phone accounts has accepted a call request. In response to detecting that one of the multiple phone accounts of such a user has already accepted a call request, delete the other phone accounts of such a user in the scheduling engine that have not accepted a call request.

[0062] Step 405: In response to determining that none of the user's multiple phone accounts has accepted a call request and the appointment time has arrived, initiate a call request to the user through the scheduling engine.

[0063] In this embodiment, a call request will be initiated to the user only after determining that none of the user's multiple phone accounts has accepted a call request. The priority of initiating a call request by the scheduling engine according to the appointment time is higher than the priority of initiating the initial call request to the user according to the storage order. That is, when there is a conflict between the two, the call request initiated by the scheduling engine according to the appointment time is preferentially processed.

[0064] From Figure 4 it can be seen that compared with Figure 2Compared with the corresponding embodiment, the process 400 of the telephone appointment calling method in this embodiment specifically illustrates the processing method when the user has multiple telephone accounts. Before initiating a call request to such users, it is detected in advance whether a call request has been initiated to the telephone accounts of such users, preventing repeated harassment of such users and improving the calling efficiency of the outbound call device.

[0065] Continuing to refer to Figure 5 , an embodiment 500 of a telephone appointment calling device according to the present application is shown. The telephone appointment calling device includes: an intention recognition unit 501, an appointment determination unit 502, a scheduling unit 503, a call request unit 504, and a deletion unit 505.

[0066] The intention recognition unit 501 is configured to recognize the user's intention based on the call content with the user in response to the user accepting the current call request; the appointment determination unit 502 is configured to determine the appointment time for initiating the next call request to the user based on the recognized user intention; the scheduling unit 503 is configured to add the appointment information indicating the appointment time for initiating the next call request to the user to the scheduling engine in response to detecting that the appointment time is within the preset task calling period, and the call request unit 504 is configured to initiate a call request to the user through the scheduling engine in response to determining that the appointment time has arrived.

[0067] The scheduling unit 503 is further configured to store the appointment information indicating the appointment time for initiating the next call request to the user in the to-be-annotated list in response to detecting that the appointment time is not within the preset task calling period; the to-be-annotated list is used to indicate re-determining the appointment time.

[0068] In some embodiments, the appointment determination unit 502 is further configured to determine whether the user intention includes an appointment period for initiating the next call request to the user in response to the user intention not indicating the appointment time; in response to the user intention including an appointment period for initiating the next call request to the user, determine the appointment time for initiating the next call request to the user from the appointment period.

[0069] In some embodiments, the appointment determination unit 502 is further configured to guide the customer to determine the appointment time for initiating the next call request to the user during the appointment period through the conversation in response to the user intention including an appointment period for initiating the next call request to the user.

[0070] In some embodiments, the device further includes: a deletion unit 505, configured to delete the call request information of other telephone accounts that have not accepted the call request among the multiple telephone accounts in the scheduling engine in response to detecting that the user includes multiple telephone accounts and determining that the user has accepted the call request through a telephone account among the multiple telephone accounts.

[0071] Refer to the following Figure 6 , which shows a schematic structural diagram of a computer system 600 suitable for use in implementing the devices (such as the devices 101, 102, 103, 105 shown in Figure 1 ) of the embodiments of the present application. Figure 6 The devices shown are merely examples and should not impose any limitations on the functions and usage scope of the embodiments of the present application.

[0072] As Figure 6 shown, the computer system 600 includes a processor (such as a CPU, a central processing unit) 601, which can perform various appropriate actions and processes according to a program stored in a read-only memory (ROM) 602 or a program loaded from a storage section 608 into a random access memory (RAM) 603. In the RAM 603, various programs and data required for the operation of the system 600 are also stored. The processor 601, the ROM 602, and the RAM 603 are connected to each other via a bus 604. An input / output (I / O) interface 605 is also connected to the bus 604.

[0073] The following components are connected to the I / O interface 605: an input section 606 including a keyboard, a mouse, etc.; an output section 607 including, for example, a cathode ray tube (CRT), a liquid crystal display (LCD), etc., and a speaker, etc.; a storage section 608 including a hard disk, etc.; and a communication section 609 including a network interface card such as a LAN card, a modem, etc. The communication section 609 performs communication processing via a network such as the Internet. A drive 610 is also connected to the I / O interface 605 as needed. A removable medium 611, such as a magnetic disk, an optical disk, a magneto-optical disk, a semiconductor memory, etc., is installed on the drive 610 as needed so that a computer program read from it can be installed into the storage section 608 as needed.

[0074] Specifically, according to an embodiment of the present disclosure, the processes described above with reference to the flowcharts can be implemented as computer software programs. For example, an embodiment of the present disclosure includes a computer program product, which includes a computer program carried on a computer-readable medium, and the computer program includes program codes for performing the methods shown in the flowcharts. In such an embodiment, the computer program can be downloaded and installed from a network through the communication section 609 and / or installed from the removable medium 611. When the computer program is executed by the processor 601, the above functions defined in the methods of the present application are performed.

[0075] It should be noted that the computer-readable medium of the present application can be a computer-readable signal medium, a computer-readable storage medium, or any combination of the two. A computer-readable storage medium can be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the above. More specific examples of the computer-readable storage medium can include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above. In the present application, the computer-readable storage medium can be any tangible medium that contains or stores a program, and this program can be used by or in combination with an instruction execution system, apparatus, or device. In the present application, a computer-readable signal medium can include a data signal propagated in a baseband or as part of a carrier wave, which carries computer-readable program code. Such a propagated data signal can take various forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the above. The computer-readable signal medium can also be any computer-readable medium other than the computer-readable storage medium, and this computer-readable medium can send, propagate, or transmit a program for use by or in combination with an instruction execution system, apparatus, or device. The program code contained on the computer-readable medium can be transmitted using any appropriate medium, including but not limited to: wireless, wire, optical cable, RF, etc., or any suitable combination of the above.

[0076] The computer program code for performing the operations of the present application can be written in one or more programming languages or combinations thereof. The programming languages include object-oriented programming languages - such as Java, Smalltalk, C++, and also include conventional procedural programming languages - such as the "C" language or similar programming languages. The program code can be executed entirely on the user's computer, partially on the user's computer, executed as an independent software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In the case of a remote computer, the remote computer can be connected to the user's computer through any type of network - including a local area network (LAN) or a wide area network (WAN) - or, alternatively, can be connected to an external computer (for example, by using an Internet service provider to connect through the Internet).

[0077] The flowcharts and block diagrams in the accompanying drawings illustrate the possible architectures, functions, and operations of devices, methods, and computer program products according to various embodiments of the present application. In this regard, each block in the flowchart or block diagram may represent a module, a segment of a program, or a part of code that contains one or more executable instructions for implementing a specified logical function. It should also be noted that in some alternative implementations, the functions marked in the blocks may occur in a different order than that marked in the accompanying drawings. For example, two consecutive blocks shown may actually be executed substantially in parallel, and they may sometimes be executed in the reverse order, depending on the functions involved. It should also be noted that each block in the block diagram and / or flowchart, as well as combinations of blocks in the block diagram and / or flowchart, can be implemented by a dedicated hardware-based system that performs the specified functions or operations, or can be implemented by a combination of dedicated hardware and computer instructions.

[0078] The units described in the embodiments of the present application can be implemented in software or in hardware. The described units can also be provided in a processor. For example, it can be described as: a processor including an intention recognition unit, a reservation determination unit, a scheduling unit, a call request unit, and a deletion unit. Among them, the names of these units do not constitute a limitation on the units themselves in some cases. For example, the intention recognition unit can also be described as a unit that "recognizes the user's intention based on the call content with the user in response to the user accepting the current call request".

[0079] On the other hand, the present application also provides a computer-readable medium. The computer-readable medium can be included in the device described in the above embodiments; or it can exist separately and not be assembled into the device. The above computer-readable medium carries one or more programs. When the above one or more programs are executed by the device, the computer device: recognizes the user's intention based on the call content with the user in response to the user accepting the current call request; determines the reservation time for initiating the next call request to the user based on the recognized user intention; and adds the reservation information indicating the reservation time for initiating the next call request to the user to the scheduling engine in response to detecting that the reservation time is within the preset task calling period.

[0080] The above description is only for the preferred embodiments of the present application and the explanation of the applied technical principles. Those skilled in the art should understand that the scope of the invention involved in the present application is not limited to the technical solutions formed by the specific combination of the above technical features, but should also cover other technical solutions formed by any combination of the above technical features or their equivalent features without departing from the above inventive concept. For example, technical solutions formed by mutually replacing the above features with the (but not limited to) technical features having similar functions disclosed in the present application.

Claims

1. A method for making a call by phone reservation, wherein, The method includes: In response to the user accepting the current call request, obtaining the physiological state and emotion of the user during the call based on the voiceprint information detected during the call with the user, and identifying the intention of the user based on the physiological state and the emotion; Based on the intention, determining the appointment time for initiating the next call request to the user; In response to detecting that the appointment time is within a preset task calling period, adding the appointment information indicating the appointment time for initiating the next call request to the user to the scheduling engine; In response to the user having multiple phone accounts including a first phone account to which the appointment information has been added to the scheduling engine and a second phone account that should have an initial call request initiated before the appointment time according to the storage order but has not had an initial call request initiated, initiating a call request to the first phone account at the appointment time through the scheduling engine, and not initiating an initial call request to the second phone account before the appointment time.

2. The method according to claim 1, wherein, The method further includes: In response to determining that the appointment time has arrived, initiating a call request to the user through the scheduling engine.

3. The method according to claim 1, wherein, The method further includes: In response to detecting that the appointment time is not within a preset task calling period, storing the appointment information indicating the appointment time for initiating the next call request to the user in a pending annotation list; The pending annotation list is used to indicate re-determining the appointment time.

4. The method according to claim 1, wherein, The determining, based on the intention, the appointment time for initiating the next call request to the user includes: In response to the intention not indicating an appointment time, determining whether the intention includes an appointment period for initiating the next call request to the user; In response to the intention including an appointment period for initiating the next call request to the user, determining the appointment time for initiating the next call request to the user from the appointment period.

5. The method according to claim 4, wherein The responding to the intention including an appointment period for initiating the next call request to the user and determining the appointment time for initiating the next call request to the user from the appointment period includes: In response to the intention including an appointment period for initiating the next call request to the user, guiding the customer through the conversation to determine the appointment time for initiating the next call request to the user that is within the appointment period.

6. The method according to claim 1, wherein The method further includes: In response to detecting that the user has multiple phone accounts and determining that the user has accepted a call request through a phone account among the multiple phone accounts, deleting the call request information of other phone accounts that have not accepted the call request among the multiple phone accounts in the scheduling engine.

7. A telephone appointment calling device, wherein, The device includes: An intention recognition unit configured to, in response to the user accepting the current call request, obtain the physiological state and emotion of the user during the call based on the voiceprint information detected during the call with the user, and identify the intention of the user based on the physiological state and the emotion; An appointment determination unit configured to, based on the intention, determine the appointment time for initiating the next call request to the user; A scheduling unit, configured to add reservation information indicating a reservation time for initiating a next call request to the user to a scheduling engine in response to detecting that the reservation time is within a preset task calling period; A conflict handling unit, configured to, in response to the user's multiple phone accounts including a first phone account that has added the reservation information to the scheduling engine and a second phone account that should have initiated a first call request before the reservation time according to the storage order but has not initiated a first call request yet, initiate a call request to the first phone account at the reservation time through the scheduling engine, and not initiate a first phone request to the second phone account before the reservation time.

8. The apparatus according to claim 7, wherein, The device further includes: A call request unit, configured to initiate a call request to the user through the scheduling engine in response to determining that the reservation time has arrived.

9. The device according to claim 7, wherein, The scheduling unit is further configured to store reservation information indicating a reservation time for initiating a next call request to the user in a to-be-annotated list in response to detecting that the reservation time is not within a preset task calling period; The to-be-annotated list is used to indicate re-determining a reservation time.

10. The device according to claim 7, wherein, A reservation determination unit is further configured to determine whether the intention includes a reservation period for initiating a next call request to the user in response to the intention not indicating a reservation time; In response to the intention including a reservation period for initiating a next call request to the user, determine a reservation time for initiating a next call request to the user from the reservation period.

11. The device according to claim 10, wherein, The reservation determination unit is further configured to, in response to the intention including a reservation period for initiating a next call request to the user, guide the customer through a script to determine a reservation time for initiating a next call request to the user that is within the reservation period.

12. The apparatus according to claim 7, wherein The device further includes: A deletion unit, configured to delete call request information of other phone accounts that have not received call requests among multiple phone accounts in the scheduling engine in response to detecting that the user includes multiple phone accounts and determining that the user has received a call request through a phone account among the multiple phone accounts.

13. A computer-readable medium having a computer program stored thereon, wherein, The program, when executed by a processor, implements the method according to any one of claims 1-6.

14. An electronic device, including: One or more processors; A storage device having stored thereon one or more programs, When the one or more programs are executed by the one or more processors, the one or more processors implement the method according to any one of claims 1-6.

Images