Robot intelligent outbound calling method, device, computer equipment and storage medium

Abstract

The present invention relates to the field of business process optimization, and discloses a robot intelligent outbound call method, device, computer equipment and storage medium, wherein the method comprises: when a robot service scheduling system executes an outbound call scheduling task, a screening rule is matched by the scene type of the outbound call scheduling task; an outbound call list of the outbound call scheduling task is determined by the screening rule, and the outbound call list includes a number of paired outbound call robots and customers; based on the outbound call list, an outbound call task for outbound calling a customer paired with the outbound call robot is pushed to the outbound call robot, and an outbound call result of the outbound call task returned by the outbound call robot is obtained; and the outbound call result is sent to the agent operating system, so that the agent operating system updates the task status information of the outbound call task according to the outbound call result. The present invention can improve the execution efficiency of outbound call tasks.

Description

Technical Field

[0001] The present invention relates to the field of business process optimization, and in particular to a robot intelligent outbound calling method, device, computer equipment and storage medium. Background Art

[0002] Currently, the robot's intelligent outbound calls have been realized. However, human participation is still required to determine what outbound call tasks the robot will perform. Since outbound call tasks are complex and changeable, and the outbound call objects of each outbound call task are also different, these factors seriously affect the execution efficiency of outbound call tasks.

[0003] Therefore, it is necessary to find a robot intelligent outbound calling method to improve the execution efficiency of outbound calling tasks. Summary of the invention

[0004] Based on this, it is necessary to provide a robot intelligent outbound calling method, device, computer equipment and storage medium to address the above technical problems so as to improve the execution efficiency of outbound calling tasks.

[0005] A robot intelligent outbound calling method, comprising:

[0006] When the robot service dispatching system executes an outbound call dispatching task, a screening rule is matched by the scenario type of the outbound call dispatching task;

[0007] Determine an outbound call list for the outbound call scheduling task by using the screening rule, wherein the outbound call list includes a plurality of paired outbound call robots and customers;

[0008] Pushing an outbound calling task for calling the customer paired with the outbound calling robot to the outbound calling robot based on the outbound calling list, and obtaining an outbound calling result of the outbound calling task returned by the outbound calling robot;

[0009] The outbound call result is sent to the agent operating system, so that the agent operating system updates the task status information of the outbound call task according to the outbound call result.

[0010] A robot intelligent outbound calling device, comprising:

[0011] A rule matching module, used to match the screening rules by the scenario type of the outbound call scheduling task when the robot service scheduling system executes the outbound call scheduling task;

[0012] An outbound call list determination module is used to determine the outbound call list of the outbound call scheduling task according to the screening rule, and the outbound call list includes a number of paired outbound call robots and customers;

[0013] An outbound call task push module is used to push an outbound call task for calling the customer paired with the outbound call robot to the outbound call robot based on the outbound call list, and obtain the outbound call result of the outbound call task returned by the outbound call robot;

[0014] The task status updating module is used to send the outbound call result to the agent operating system so that the agent operating system updates the task status information of the outbound call task according to the outbound call result.

[0015] A computer device includes a memory, a processor, and computer-readable instructions stored in the memory and executable on the processor. When the processor executes the computer-readable instructions, the above-mentioned robot intelligent outbound calling method is implemented.

[0016] One or more readable storage media storing computer-readable instructions, which, when executed by one or more processors, enable the one or more processors to execute the above-mentioned robot intelligent outbound calling method.

[0017] The above-mentioned robot intelligent outbound call method, device, computer equipment and storage medium, when the robot service scheduling system executes the outbound call scheduling task, matches the screening rules through the scene type of the outbound call scheduling task. Here, the user only needs to set the scene type to match the corresponding screening rules, which is conducive to reducing the time for the user to select specific detailed rules. The outbound call list of the outbound call scheduling task is determined by the screening rules. The outbound call list includes several paired outbound call robots and customers. Here, the outbound call list is directly generated using the screening rules, which greatly improves the allocation efficiency of the outbound call task. Based on the outbound call list, the outbound call task for the customer paired with the outbound call robot is pushed to the outbound call robot, and the outbound call result of the outbound call task returned by the outbound call robot is obtained, so that each outbound call robot performs its own task, which is conducive to reducing the task waiting time and improving the execution efficiency of the outbound call task. The outbound call result is sent to the agent operating system, so that the agent operating system updates the task status information of the outbound call task according to the outbound call result, so that the outbound call result is further confirmed by the manual customer service to prevent the outbound call task from being wrong. The present invention can improve the execution efficiency of the outbound call task. BRIEF DESCRIPTION OF THE DRAWINGS

[0018] In order to more clearly illustrate the technical solutions of the embodiments of the present invention, the accompanying drawings required for use in the description of the embodiments of the present invention will be briefly introduced below. Obviously, the accompanying drawings in the following description are only some embodiments of the present invention. For ordinary technicians in this field, other accompanying drawings can be obtained based on these accompanying drawings without paying creative labor.

[0019] Figure 1This is a schematic diagram of an application environment of a robot intelligent outbound calling method in one embodiment of the present invention;

[0020] Figure 2 This is a flow chart of a robot intelligent outbound calling method in one embodiment of the present invention;

[0021] Figure 3 It is a structural schematic diagram of a robot intelligent outbound calling device in one embodiment of the present invention;

[0022] Figure 4 is a schematic diagram of a computer device according to an embodiment of the present invention. DETAILED DESCRIPTION

[0023] The following will be combined with the drawings in the embodiments of the present invention to clearly and completely describe the technical solutions in the embodiments of the present invention. Obviously, the described embodiments are part of the embodiments of the present invention, not all of the embodiments. Based on the embodiments of the present invention, all other embodiments obtained by ordinary technicians in this field without creative work are within the scope of protection of the present invention.

[0024] The robot intelligent outbound calling method provided in this embodiment can be applied in the following situations: Figure 1 In an application environment, a client communicates with a server. The client includes but is not limited to various personal computers, laptops, smart phones, tablet computers, and portable wearable devices. The server can be implemented with an independent server or a server cluster consisting of multiple servers.

[0025] In one embodiment, if Figure 2 As shown, a robot intelligent outbound calling method is provided, and the method is applied in Figure 1 The server in is taken as an example to illustrate, including the following steps S30-S60.

[0026] S30. When the robot service dispatching system executes an outbound call dispatching task, a screening rule is matched by the scenario type of the outbound call dispatching task.

[0027] Understandably, the robot service dispatch system refers to a dispatch system used to dispatch each outbound call robot so that each outbound call robot can perform outbound call tasks in an orderly manner. An outbound call robot refers to a robot that can realize intelligent outbound call functions and exchange information with customers. Each outbound call robot has its corresponding robot ID (Identity document). The outbound call robot can be selected by the robot ID.

[0028] Outbound call scheduling tasks refer to batch outbound call tasks generated based on business needs. Here, outbound call scheduling tasks can be used to promote products to designated customer groups, or to conduct customer return visits based on the after-sales situation of a certain product.

[0029] Each outbound call scheduling task has its corresponding scenario type. The scenario type can be set according to actual needs. In one example, the scenario types include customer incoming scenarios (used to distinguish the customer's intentions for incoming customers, whether they are asking pre-sales questions or after-sales questions), customer online scenarios (used to provide services to online users), cross-month scenarios for merchants, and payment reminder scenarios. The filtering rules for each scenario type can be configured in the rule management system. Here, the filtering rules are used to determine customers and outbound robots.

[0030] S40. Determine an outbound call list for the outbound call scheduling task through the screening rule, wherein the outbound call list includes a plurality of paired outbound call robots and customers.

[0031] Understandably, the screening rules include screening fields such as maintenance roles, deduplication days, robot settings, etc. The outbound robots and customers are screened through these screening fields to form an outbound call list including several paired outbound robots and customers.

[0032] In one example, the outbound call list may be represented as:

[0033] Outbound call robot 1: Customer A;

[0034] Outbound call robot 1: Customer B;

[0035] Outbound call robot 2: Customer C;

[0036] Outbound call robot 3: Customer D;

[0037] …….

[0038] S50. Pushing an outbound call task for calling the customer paired with the outbound call robot to the outbound call robot based on the outbound call list, and obtaining an outbound call result of the outbound call task returned by the outbound call robot.

[0039] It is understandable that after the outbound call list is determined, the corresponding outbound call tasks are distributed to each outbound call robot in the outbound call list. The outbound call task includes a customer (ID) and a corresponding outbound call item.

[0040] After the outbound call robot completes the outbound call task, it can feedback the corresponding outbound call result to the robot service dispatch system. The outbound call result includes task completion, task failure, etc.

[0041] S60: Send the outbound call result to the agent operating system, so that the agent operating system updates the task status information of the outbound call task according to the outbound call result.

[0042] Understandably, after the robot service dispatch system receives the outbound call result returned by the robot, the outbound call result can be sent to the agent operating system, and the agent operating system updates the task status information of the outbound call task according to the outbound call result. Here, the agent operating system refers to the operating system used by the customer service staff. The agent operating system can mark and modify each outbound call task to change the task status information of the outbound call task.

[0043] In steps S30-S60, when the robot service scheduling system executes the outbound call scheduling task, the scene type of the outbound call scheduling task is matched with the screening rule. Here, the user only needs to set the scene type to match the corresponding screening rule, which is conducive to reducing the time for the user to select specific detailed rules. The outbound call list of the outbound call scheduling task is determined by the screening rule. The outbound call list includes several paired outbound call robots and customers. Here, the screening rule is directly used to generate the outbound call list, which greatly improves the allocation efficiency of the outbound call task. Based on the outbound call list, the outbound call task for the customer paired with the outbound call robot is pushed to the outbound call robot, and the outbound call result of the outbound call task returned by the outbound call robot is obtained, so that each outbound call robot performs its own task, which is conducive to reducing the task waiting time and improving the execution efficiency of the outbound call task. The outbound call result is sent to the agent operating system, so that the agent operating system updates the task status information of the outbound call task according to the outbound call result, so that the outbound call result is further confirmed by the manual customer service to prevent the outbound call task from making mistakes. This embodiment can improve the execution efficiency of the outbound call task.

[0044] Optionally, before step S30, that is, when the robot service scheduling system executes the outbound call scheduling task, the scene type of the outbound call scheduling task is matched with the screening rule, and further includes:

[0045] S10, receiving a scene setting instruction through a rule management system, and setting the screening rule of a specified scene in the rule management system according to the scene setting instruction;

[0046] S20. When the first push time of the filtering rule is within the effective time of the filtering rule and the rule state of the filtering rule is enabled, the filtering rule is pushed to the data platform so that the data platform sends the filtering rule to the robot service scheduling system at the second push time.

[0047] Understandably, the rule management system refers to a system specifically used to manage filtering rules. The rule management system is only accessible to administrators. The scene setting instruction can be an instruction generated based on the input operation of the administrator. The rule management system is provided with several scene configuration pages, and the administrator can enter the corresponding setting parameters on the scene configuration page to trigger the corresponding scene setting instruction, and then set the filtering rules for the specified scene through the scene setting instruction. Here, the filtering rules include filtering fields such as maintenance role, deduplication days, and robot settings. The setting of the above filtering fields can be completed through the corresponding configuration page. For example, in the scene configuration page, the "maintenance role" is set with options such as marketing personnel, field personnel, and team leaders, and the administrator can select one of them. The "deduplication days" can be defined by the administrator according to actual needs to determine how many days the same scene and the same task group number can only be filtered out once. The "robot settings" can be determined by the administrator to determine the robot allocation method, including "fixed", "default" and "custom". When you select the "Fixed" option, you need to specify a robot (outbound call robot), and the filtering rules in this scenario will force the selection of this robot; when you select the "Default" option, you need to select a robot, and the filtering rules in this scenario will select this robot by default, and you can manually modify the robot later; when you select the "Custom" option, you do not need to select a robot, and the filtering rules in this scenario can freely select a robot or randomly assign a robot.

[0048] In the rule management system, you can set the effective time (which can also be defined as the expiration time) and the enabled state of the filtering rules. For example, the effective time can be set to 8:00-20:00, and the effective time in the enabled state is only pushed to the data platform during the effective time. In some cases, the rule management system can push the enabled filtering rules to the data platform at a fixed time every day (within the effective time). Among them, the first push time can be T+1 day (T is the setting date of the filtering rule).

[0049] After receiving the screening rules, the data platform can send the screening rules to the robot service scheduling system at the second push time. The data platform can actively push the screening rules to the robot service scheduling system, or send the screening rules to the robot service scheduling system based on the request of the robot service scheduling system. Therefore, the second push time can be the day after the first push time.

[0050] Optionally, step S40, i.e., determining an outbound call list of the outbound call scheduling task by the screening rule, wherein the outbound call list includes a plurality of paired outbound call robots and customers, includes:

[0051] S401, extracting a number of screening fields related to customer properties from the screening rules, and screening an initial screening list from a customer list corresponding to a current login account according to the screening fields;

[0052] S402, querying the task call time of each customer in the initial screening list through the data platform to generate task time data;

[0053] S403: Perform secondary screening on the customers in the initial screening list according to the task time data and the deduplication rule in the screening rule to generate the outbound call list.

[0054] Understandably, the screening fields related to the nature of the customer include, but are not limited to, gender, age, occupation, income, and user level. Through the preliminary screening of the screening fields, an initial screening list can be generated. Each customer in the initial screening list meets the requirements of the above screening fields.

[0055] After the initial screening list is determined, the task time of each customer in the list can be queried to generate task time data. Here, the task call time includes the time when the customer last received an outbound call task. The task time data includes the task call time of all customers in the initial screening list.

[0056] The deduplication rule includes the deduplication days, which is used to set the number of days in which an outbound call task can only be filtered out once. The deduplication days can be set according to actual needs. For example, if the deduplication days is 30 days, then the customer is only allowed to perform an outbound call task once within 30 days.

[0057] The outbound call list can be obtained by performing a secondary screening of the customers in the initial screening list using task time data and deduplication rules. The outbound call list screened by the deduplication rules excludes customers who have recently executed outbound call tasks, which can prevent overly frequent outbound calls to customers and affect the customer's user experience.

[0058] Optionally, the task status information includes task status and task priority;

[0059] Step S60, namely sending the outbound call result to the agent operating system so that the agent operating system updates the task status information of the outbound call task according to the outbound call result, includes:

[0060] S601. If the agent operating system receives the outbound call result of the specified scenario, the task priority of the outbound call task is marked as the highest priority;

[0061] S602: If the agent operating system does not receive the outbound call result of the specified scenario within the specified time, the task state of the outbound call task is marked as an initial state.

[0062] Understandably, after the outbound call robot executes the outbound call task, it can generate the corresponding outbound call result, and then feed back the outbound call result to the robot service scheduling system. The outbound call result can be interrupted, normal, etc. The robot service scheduling system can send the outbound call result to the agent operating system. The agent operating system marks the task priority of the outbound call task as the highest priority, and assigns the outbound call task to the corresponding agent. The agent will give priority to the outbound call task. If the outbound call result is normal, the outbound call task can be terminated; if the outbound call result is interrupted, the outbound call task can be converted to a manual call. It should be noted that here, the specified scenarios include customer line-in scenarios, customer online scenarios, and cross-month transaction scenarios, but do not include payment reminder scenarios.

[0063] The specified time can be set according to actual needs, such as 3 days. In some cases, the outbound call robot cannot perform the outbound call task normally and in time. At this time, the robot service scheduling system does not feedback the outbound call result to the agent operating system. At this time, the task status of the outbound call task needs to be reset and marked as the initial state. After the task status of the outbound call task is reset, the task call time imposed on the customer by the outbound call task is revoked, so that the customer will not be blocked.

[0064] Optionally, after step S40, that is, after the outbound call list of the outbound call scheduling task is determined by the screening rule, and the outbound call list includes a plurality of paired outbound call robots and customers,

[0065] S41, marking the task priority of the outbound call scheduling task as the lowest priority through the agent operating system;

[0066] S42. Sending a task status query request for querying the outbound call scheduling task to the robot service scheduling system through the agent operating system.

[0067] Understandably, after generating the outbound call list, the agent operating system needs to mark the task priority of the outbound call scheduling task as the lowest priority to prevent the outbound call list from being repeatedly executed by the robot service scheduling system.

[0068] The agent can send a task status query request to the robot service dispatch system to query the outbound call dispatch task, and obtain the task status of the outbound call task associated with each customer in the outbound call list. For example, the outbound call list can display "**Scene AI is dialing...". After the outbound call task returns a result or is interrupted, the changed task status is displayed.

[0069] Optionally, step 50, i.e., pushing an outbound call task for calling the customer paired with the outbound call robot to the outbound call robot based on the outbound call list, and obtaining an outbound call result of the outbound call task returned by the outbound call robot, includes:

[0070] S501, when the outbound call robot receives the outbound call task, determining whether the call rule of the outbound call robot is available;

[0071] S502: If the calling rules of the outbound calling robot are available, the outbound calling robot is instructed to perform the outbound calling task according to the calling rules and generate the outbound calling result.

[0072] Understandably, in general, the outbound call robot pre-stores outbound call rules. Here, the outbound call rules include multi-round outbound call rules, recall rules, etc. After the outbound call robot receives the outbound call task, it is necessary to check whether the outbound call task executed last and the outbound call task currently being executed belong to the same type of task. Here, the type of outbound call task can refer to the scenario type or a custom type. For example, a custom type can be set based on the following conditions: person in charge, task attributes (such as marketing or return visits). If the person in charge is the same and the task attributes are also the same, the outbound call task executed last and the outbound call task currently being executed belong to the same type of task; otherwise, they do not belong to the same type of task.

[0073] If the outbound call task executed last time and the outbound call task currently being executed belong to the same type of tasks, then it is determined that the call rules pre-stored in the outbound call robot are available; if the outbound call task executed last time and the outbound call task currently being executed do not belong to the same type of tasks, then it is determined that the call rules pre-stored in the outbound call robot are not available.

[0074] If the call rules of the outbound call robot are available, the outbound call robot will perform the outbound call task according to the call rules and generate an outbound call result. The outbound call result can be interrupted, normal, etc., and the result can be determined by the outbound call robot itself.

[0075] Optionally, step 501, i.e., after the outbound call robot determines whether the call rule of the outbound call robot is available when the outbound call robot receives the outbound call task, further includes:

[0076] S503: If the call rules of the outbound call robot are not available, clear the call rules of the outbound call robot, and send new call rules to the outbound call robot through the robot service scheduling system.

[0077] Understandably, if the outbound call task executed last time and the outbound call task currently being executed are not of the same type, it is determined that the call rules pre-stored in the outbound call robot are unavailable. At this time, it is necessary to send new call rules to the outbound call robot through the robot service scheduling system so that the outbound call robot uses the new call rules to execute the outbound call task.

[0078] It should be understood that the order of execution of the steps in the above embodiment does not necessarily mean the order of execution. The execution order of each process should be determined by its function and internal logic, and should not constitute any limitation on the implementation process of the embodiment of the present invention.

[0079] In one embodiment, a robot intelligent outbound calling device is provided, and the robot intelligent outbound calling device corresponds one-to-one with the robot intelligent outbound calling method in the above embodiment. Figure 3 As shown, the robot intelligent outbound calling device includes a rule matching module 30, an outbound calling list determination module 40, an outbound calling task push module 50 and a task status update module 60. The functional modules are described in detail as follows:

[0080] A rule matching module 30, used to match the screening rule by the scenario type of the outbound call scheduling task when the robot service scheduling system executes the outbound call scheduling task;

[0081] An outbound call list determination module 40 is used to determine the outbound call list of the outbound call scheduling task according to the screening rule, wherein the outbound call list includes a plurality of paired outbound call robots and customers;

[0082] An outbound call task push module 50 is used to push an outbound call task for calling the customer paired with the outbound call robot to the outbound call robot based on the outbound call list, and obtain an outbound call result of the outbound call task returned by the outbound call robot;

[0083] The task status updating module 60 is used to send the outbound call result to the agent operating system, so that the agent operating system updates the task status information of the outbound call task according to the outbound call result.

[0084] Optionally, the robot intelligent outbound calling device also includes:

[0085] A rule setting module, used for receiving a scene setting instruction through a rule management system, and setting the screening rule of a specified scene in the rule management system according to the scene setting instruction;

[0086] A rule push module is used to push the screening rule to the data platform when the first push time of the screening rule is within the effective time of the screening rule and the rule state of the screening rule is enabled, so that the data platform sends the screening rule to the robot service scheduling system at the second push time.

[0087] Optionally, the outbound call list determination module 40 includes:

[0088] A preliminary selection list determination unit is used to extract a number of screening fields related to customer properties from the screening rules, and screen the initial screening list from the customer list corresponding to the current login account according to the screening fields;

[0089] A time data generating unit is used to query the task call time of each customer in the initial screening list through the data platform to generate call time data;

[0090] An outbound call list generating unit is used to perform secondary screening on the customers in the initial screening list according to the call time data and the deduplication rule in the screening rule to generate the outbound call list.

[0091] Optionally, the task status information includes task status and task priority, and the task status updating module 60 includes:

[0092] a priority changing unit, configured to mark the task priority of the outbound call task as the highest priority if the agent operating system receives the outbound call result of the specified scenario at a specified time;

[0093] The task state changing unit is used to mark the task state of the outbound call task as an initial state if the agent operating system does not receive the outbound call result of the specified scenario within a specified time.

[0094] Optionally, the robot intelligent outbound calling device further includes a task execution module, and the task execution module includes:

[0095] A priority reduction unit, used for marking the task priority of the outbound call scheduling task as the lowest priority through the agent operating system;

[0096] The task status query unit is used to send a task status query request for querying the outbound call scheduling task to the robot service scheduling system through the agent operating system.

[0097] Optionally, the task execution module further includes:

[0098] An outbound call rule availability checking unit, configured to determine whether the outbound call rule of the outbound call robot is available when the outbound call robot receives the outbound call task;

[0099] The outbound call task executing unit is used to enable the outbound call robot to execute the outbound call task according to the call rule and generate the outbound call result if the call rule of the outbound call robot is available.

[0100] Optionally, the task execution module further includes:

[0101] An outbound call rule acquisition unit is used to clear the outbound call rules of the outbound call robot if the outbound call rules are not available, and to send new call rules to the outbound call robot through the robot service scheduling system.

[0102] For the specific definition of the robot intelligent outbound call device, please refer to the definition of the robot intelligent outbound call method above, which will not be repeated here. Each module in the above-mentioned robot intelligent outbound call device can be implemented in whole or in part by software, hardware and a combination thereof. The above-mentioned modules can be embedded in or independent of the processor in the computer device in the form of hardware, or can be stored in the memory of the computer device in the form of software, so that the processor can call and execute the operations corresponding to the above modules.

[0103] In one embodiment, a computer device is provided. The computer device may be a server, and its internal structure diagram may be as follows: Figure 4 As shown. The computer device includes a processor, a memory, a network interface and a database connected via a system bus. Among them, the processor of the computer device is used to provide computing and control capabilities. The memory of the computer device includes a readable storage medium and an internal memory. The readable storage medium stores an operating system, computer-readable instructions and a database. The internal memory provides an environment for the operation of the operating system and computer-readable instructions in the readable storage medium. The database of the computer device is used to store data involved in the robot intelligent outbound calling method. The network interface of the computer device is used to communicate with an external terminal through a network connection. When the computer-readable instructions are executed by the processor, a robot intelligent outbound calling method is implemented. The readable storage medium provided in this embodiment includes a non-volatile readable storage medium and a volatile readable storage medium.

[0104] In one embodiment, a computer device is provided, including a memory, a processor, and computer-readable instructions stored in the memory and executable on the processor, wherein the processor executes the computer-readable instructions to implement the following steps:

[0105] When the robot service dispatching system executes an outbound call dispatching task, a screening rule is matched by the scenario type of the outbound call dispatching task;

[0106] Determine an outbound call list for the outbound call scheduling task by using the screening rule, wherein the outbound call list includes a plurality of paired outbound call robots and customers;

[0107] Pushing an outbound calling task for calling the customer paired with the outbound calling robot to the outbound calling robot based on the outbound calling list, and obtaining an outbound calling result of the outbound calling task returned by the outbound calling robot;

[0108] The outbound call result is sent to the agent operating system, so that the agent operating system updates the task status information of the outbound call task according to the outbound call result.

[0109] In one embodiment, one or more computer-readable storage media storing computer-readable instructions are provided. The readable storage media provided in this embodiment include non-volatile readable storage media and volatile readable storage media. The readable storage media store computer-readable instructions, and when the computer-readable instructions are executed by one or more processors, the following steps are implemented:

[0110] When the robot service dispatching system executes an outbound call dispatching task, a screening rule is matched by the scenario type of the outbound call dispatching task;

[0111] Determine an outbound call list for the outbound call scheduling task by using the screening rule, wherein the outbound call list includes a plurality of paired outbound call robots and customers;

[0112] Pushing an outbound calling task for calling the customer paired with the outbound calling robot to the outbound calling robot based on the outbound calling list, and obtaining an outbound calling result of the outbound calling task returned by the outbound calling robot;

[0113] The outbound call result is sent to the agent operating system, so that the agent operating system updates the task status information of the outbound call task according to the outbound call result.

[0114] Those of ordinary skill in the art can understand that all or part of the processes in the above-mentioned embodiment methods can be implemented by instructing related hardware through computer-readable instructions, and the computer-readable instructions can be stored in a non-volatile readable storage medium or a volatile readable storage medium. When the computer-readable instructions are executed, they may include the processes of the embodiments of the above-mentioned methods. Among them, any reference to memory, storage, database or other media used in the embodiments provided in this application may include non-volatile and / or volatile memory. Non-volatile memory may include read-only memory (ROM), programmable ROM (PROM), electrically programmable ROM (EPROM), electrically erasable programmable ROM (EEPROM) or flash memory. Volatile memory may include random access memory (RAM) or external cache memory. By way of illustration and not limitation, RAM is available in many forms, such as static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDRSDRAM), enhanced SDRAM (ESDRAM), synchronous link (Synchlink) DRAM (SLDRAM), memory bus (Rambus) direct RAM (RDRAM), direct memory bus dynamic RAM (DRDRAM), and memory bus dynamic RAM (RDRAM), etc.

[0115] Those skilled in the art can clearly understand that for the convenience and simplicity of description, only the division of the above-mentioned functional units and modules is used as an example. In actual applications, the above-mentioned functions can be distributed and completed by different functional units and modules as needed, that is, the internal structure of the device can be divided into different functional units or modules to complete all or part of the functions described above.

[0116] The embodiments described above are only used to illustrate the technical solutions of the present invention, rather than to limit the same. Although the present invention has been described in detail with reference to the aforementioned embodiments, those skilled in the art should understand that the technical solutions described in the aforementioned embodiments may still be modified, or some of the technical features may be replaced by equivalents. Such modifications or replacements do not deviate the essence of the corresponding technical solutions from the spirit and scope of the technical solutions of the embodiments of the present invention, and should all be included in the protection scope of the present invention.

Claims

1. A robot intelligent outbound calling method, characterized in that: include: When the robot service dispatching system executes an outbound call dispatching task, a screening rule is matched by the scenario type of the outbound call dispatching task; Determine an outbound call list for the outbound call scheduling task by using the screening rule, wherein the outbound call list includes a plurality of paired outbound call robots and customers; Pushing an outbound calling task for calling the customer paired with the outbound calling robot to the outbound calling robot based on the outbound calling list, and obtaining an outbound calling result of the outbound calling task returned by the outbound calling robot; Sending the outbound call result to the agent operating system so that the agent operating system updates the task status information of the outbound call task according to the outbound call result; When the robot service scheduling system executes the outbound call scheduling task, before matching the screening rule by the scenario type of the outbound call scheduling task, it also includes: Receiving a scene setting instruction through a rule management system, and setting the screening rule of a specified scene in the rule management system according to the scene setting instruction; When the first push time of the screening rule is within the effective time of the screening rule and the rule state of the screening rule is enabled, the screening rule is pushed to the data platform, so that the data platform sends the screening rule to the robot service scheduling system at the second push time; The screening rule includes a screening field; the outbound call list of the outbound call scheduling task determined by the screening rule includes: The outbound calling robots and customers are filtered through the filtering field to form an outbound calling list including several paired outbound calling robots and customers.

2. The robot intelligent outbound calling method according to claim 1, characterized in that: The outbound call list of the outbound call scheduling task is determined by the screening rule, and the outbound call list includes a plurality of paired outbound call robots and customers, including: Extracting a number of screening fields related to customer properties from the screening rules, and screening an initial screening list from a customer list corresponding to a current login account according to the screening fields; Querying the task call time of each customer in the initial screening list through the data platform to generate call time data; The customers in the initial screening list are screened for a second time according to the call time data and the deduplication rule in the screening rule to generate the outbound call list.

3. The robot intelligent outbound calling method according to claim 1, characterized in that: The task status information includes task status and task priority; The sending of the outbound call result to the agent operating system so that the agent operating system updates the task status information of the outbound call task according to the outbound call result includes: If the agent operating system receives the outbound call result of the specified scenario at the specified time, the task priority of the outbound call task is marked as the highest priority; If the agent operating system does not receive the outbound call result of the specified scenario within the specified time, the task state of the outbound call task is marked as an initial state.

4. The robot intelligent outbound calling method according to claim 1, characterized in that: After determining the outbound call list of the outbound call scheduling task by the screening rule, wherein the outbound call list includes a plurality of paired outbound call robots and customers, the following steps are included: Marking the task priority of the outbound call scheduling task as the lowest priority through the agent operating system; A task status query request for querying the outbound call scheduling task is sent to the robot service scheduling system through the agent operating system.

5. The robot intelligent outbound calling method according to claim 1, characterized in that: The method of pushing an outbound calling task for calling the customer paired with the outbound calling robot to the outbound calling robot based on the outbound calling list, and obtaining an outbound calling result of the outbound calling task returned by the outbound calling robot, includes: When the outbound calling robot receives the outbound calling task, determining whether the calling rule of the outbound calling robot is available; If the calling rules of the outbound calling robot are available, the outbound calling robot is enabled to perform the outbound calling task according to the calling rules and generate the outbound calling result.

6. The robot intelligent outbound calling method according to claim 5, characterized in that: When the outbound call robot receives the outbound call task, after determining whether the call rule of the outbound call robot is available, the method further includes: If the calling rules of the outbound calling robot are not available, the calling rules of the outbound calling robot are cleared, and new calling rules are sent to the outbound calling robot through the robot service scheduling system.

7. A robot intelligent outbound calling device, characterized in that: include: A rule matching module, used to match the screening rules by the scenario type of the outbound call scheduling task when the robot service scheduling system executes the outbound call scheduling task; An outbound call list determination module is used to determine the outbound call list of the outbound call scheduling task according to the screening rule, and the outbound call list includes a number of paired outbound call robots and customers; An outbound call task push module is used to push an outbound call task for calling the customer paired with the outbound call robot to the outbound call robot based on the outbound call list, and obtain the outbound call result of the outbound call task returned by the outbound call robot; An updating task status module is used to send the outbound call result to the agent operating system so that the agent operating system updates the task status information of the outbound call task according to the outbound call result; A rule setting module, used for receiving a scene setting instruction through a rule management system, and setting the screening rule of a specified scene in the rule management system according to the scene setting instruction; A rule push module, configured to push the screening rule to the data platform when the first push time of the screening rule is within the effective time of the screening rule and the rule state of the screening rule is enabled, so that the data platform sends the screening rule to the robot service scheduling system at a second push time; The screening rule includes a screening field; the outbound call list determination module is also used to screen the outbound call robots and customers through the screening field to form an outbound call list including several paired outbound call robots and customers.

8. A computer device comprising a memory, a processor, and computer-readable instructions stored in the memory and executable on the processor, characterized in that: When the processor executes the computer-readable instructions, the robot intelligent outbound calling method as described in any one of claims 1 to 6 is implemented.

9. A computer-readable storage medium storing computer-readable instructions, characterized in that: When the computer-readable instructions are executed by one or more processors, the one or more processors execute the robot intelligent outbound calling method as described in any one of claims 1 to 6.

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