Method, device, computer equipment and storage medium for value analysis of outbound call projects

Abstract

The embodiment of the present application discloses a method, device, computer equipment and storage medium for value analysis of an outbound call project. The solution obtains an intelligent outbound call list corresponding to the intelligent outbound call project from the outbound call system, and obtains the intelligent voice outbound call record of each customer in the intelligent outbound call list. The intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on the business; business intention is identified based on the intelligent voice outbound call record of each customer, and the customer's intention information for the business corresponding to the intelligent outbound call project is obtained; business transaction data of the intelligent outbound call project is obtained from the business system corresponding to the intelligent outbound call project; based on the intention information and / or business transaction data, the value index of the intelligent outbound call project in the preset business dimension is calculated, so as to accurately evaluate the value corresponding to the intelligent voice outbound call project.

Description

Technical Field

[0001] The present application relates to the field of outbound call technology, and in particular to a method, device, computer equipment and storage medium for value analysis of an outbound call project. Background Art

[0002] With the development of society, artificial intelligence is becoming more and more important in people's lives, and intelligent voice outbound calling is an important part of the field of artificial intelligence. Enterprises set up intelligent voice outbound calling projects to automatically call customers to meet the specific needs of the enterprise. Through intelligent voice outbound calling projects, the outbound calling costs of enterprises can be greatly reduced.

[0003] In the prior art, only the timeliness of the intelligent voice outbound call project can be determined, but based on the timeliness of the intelligent voice outbound call project, it is impossible to accurately evaluate the corresponding value of the intelligent voice outbound call project. Summary of the invention

[0004] The embodiments of the present application provide a value analysis method, device, computer equipment and storage medium for outbound call projects that can be used in financial technology or other related fields, which can accurately evaluate the value corresponding to intelligent voice outbound call projects.

[0005] The present application embodiment provides a method for analyzing the value of an outbound call project, including:

[0006] Obtaining from the outbound call system an intelligent outbound call list corresponding to the intelligent outbound call project, and obtaining intelligent voice outbound call records of each customer in the intelligent outbound call list, wherein the intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a service;

[0007] Based on the intelligent voice outbound call records of each customer, business intention is identified to obtain the customer's intention information for the business corresponding to the intelligent outbound call project;

[0008] Obtaining the business transaction data of the above-mentioned intelligent outbound calling project from the business system corresponding to the above-mentioned intelligent outbound calling project;

[0009] Based on the above intention information and / or the above business transaction data, calculate the value index of the above intelligent outbound call project in the preset business dimension.

[0010] Accordingly, the embodiment of the present application further provides a value analysis device for an outbound call project, including:

[0011] An information acquisition module, used to obtain an intelligent outbound call list corresponding to an intelligent outbound call project from an outbound call system, and to obtain intelligent voice outbound call records of each customer in the intelligent outbound call list, wherein the intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a service;

[0012] An identification module is used to identify the service intention of each customer based on the intelligent voice outbound call records, and obtain the customer's intention information for the service corresponding to the intelligent outbound call project;

[0013] The data acquisition module is also used to obtain the business transaction data of the above-mentioned intelligent outbound call project from the business system corresponding to the above-mentioned intelligent outbound call project;

[0014] A calculation module is used to calculate the value index of the above-mentioned intelligent outbound call project in a preset business dimension based on the above-mentioned intention information and / or the above-mentioned business transaction data.

[0015] In some embodiments, the value analysis device for outbound call projects further includes a comparison module, a determination module, and a sending module;

[0016] The above-mentioned information acquisition module is also used to obtain the intelligent outbound call list of at least one intelligent outbound call project through the business system;

[0017] The information acquisition module is further used to obtain a historical outbound call list of at least one outbound call platform in a preset time period when the business scenario of the intelligent outbound call project is a sales scenario;

[0018] The comparison module is used to compare the customer information in the intelligent outbound call list and the historical outbound call list to obtain a target outbound call number with consistent customer information;

[0019] The above-mentioned determination module is used to determine the intelligent outbound call list from which the above-mentioned target outbound call number is deleted as the intelligent outbound call list for the final AI intelligent voice outbound call;

[0020] The sending module is used to send the intelligent outbound call list to the outbound call system, so that the outbound call system can make AI intelligent voice outbound calls according to the intelligent outbound call list.

[0021] In some embodiments, it also includes:

[0022] The above-mentioned information acquisition module is also used to obtain the intelligent outbound call list of at least one intelligent outbound call project through the business system;

[0023] The information acquisition module is further used to obtain historical feedback information of each outbound call number in the intelligent outbound call list under the business reminder scenario when the business scenario of the intelligent outbound call project is a business reminder scenario;

[0024] The determination module is further configured to determine, based on the historical feedback information of each outbound number, an outbound number having unfriendly feedback information in the historical feedback information as a target outbound number;

[0025] The above-mentioned determination module is also used to determine the intelligent outbound call list from which the above-mentioned target outbound call number is deleted as the intelligent outbound call list for the final AI intelligent voice outbound call;

[0026] The sending module is also used to send the intelligent outbound call list to the outbound call system, so that the outbound call system can make AI intelligent voice outbound calls according to the intelligent outbound call list.

[0027] In some embodiments, the value analysis device for outbound call projects further includes a setting module;

[0028] The above-mentioned information acquisition module is also used to obtain at least two intelligent outbound call projects with consistent business scenarios;

[0029] The comparison module is further used to compare the value indicators of at least two intelligent outbound call projects under the same business dimension, and determine the target intelligent outbound call project with the highest value indicator;

[0030] The determination module is further configured to determine the speech template as the outbound call factor if the speech template of the target intelligent outbound call project is different from the speech template of other intelligent outbound call projects with the same business scenario;

[0031] The above-mentioned setting module is used to set the outbound call speech template of the above-mentioned target intelligent outbound call project as the outbound call speech template when the above-mentioned intelligent outbound call project to be called makes an AI intelligent voice outbound call.

[0032] In some embodiments, based on the intention information and / or the business completion data, the calculation module is specifically used to:

[0033] Based on the above intention information, determine the number of first persons in the above intelligent outbound call list whose intention for the above intelligent outbound call project is greater than a preset threshold;

[0034] Based on the business completion data, determine the number of second personnel in the smart outbound call list who handle the banking business corresponding to the smart outbound call project;

[0035] The ratio of the first number of personnel to the second number of personnel is calculated, and the ratio is determined as a value indicator of the intelligent outbound call project.

[0036] In some embodiments, the identification module is specifically used for:

[0037] Obtain the outbound call duration and outbound call conversation corresponding to the intelligent voice outbound call records of each of the above customers;

[0038] The service intention of the above-mentioned outbound call duration and outbound call conversation is identified through a preset neural network model to obtain the customer's intention information for the service corresponding to the above-mentioned intelligent outbound call project.

[0039] In some embodiments, the value analysis device for outbound call projects further includes a reminder module;

[0040] The reminder module is used to issue an alarm reminder through a preset alarm device if the value index of the business dimension is less than the index threshold corresponding to the business dimension.

[0041] Correspondingly, an embodiment of the present application also provides a computer device, including a memory, a processor, and a computer program stored on the memory and executable on the processor, wherein the processor executes the value analysis method for outbound call projects provided in any embodiment of the present application.

[0042] Correspondingly, an embodiment of the present application further provides a storage medium, which stores a plurality of instructions, and the instructions are suitable for loading by a processor to execute the above-mentioned value analysis method for outbound call projects.

[0043] The embodiment of the present application obtains an intelligent outbound call list corresponding to an intelligent outbound call project from an outbound call system, and obtains the intelligent voice outbound call record of each customer in the above-mentioned intelligent outbound call list, wherein the above-mentioned intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a business; business intention is identified based on the intelligent voice outbound call records of each of the above-mentioned customers, and the customer's intention information for the business corresponding to the above-mentioned intelligent outbound call project is obtained; the business transaction data of the above-mentioned intelligent outbound call project is obtained from the business system corresponding to the above-mentioned intelligent outbound call project, so as to calculate the value index of the above-mentioned intelligent outbound call project in a preset business dimension based on the above-mentioned intention information and / or the above-mentioned business transaction data, so as to accurately evaluate the value corresponding to the intelligent voice outbound call project. BRIEF DESCRIPTION OF THE DRAWINGS

[0044] In order to more clearly illustrate the technical solutions in the embodiments of the present application, the drawings required for use in the description of the embodiments will be briefly introduced below. Obviously, the drawings described below are only some embodiments of the present application. For those skilled in the art, other drawings can be obtained based on these drawings without creative work.

[0045] Figure 1 A flowchart of a method for analyzing the value of an outbound call project provided in an embodiment of the present application.

[0046] Figure 2 A structural block diagram of a value analysis device for an outbound call project provided in an embodiment of the present application.

[0047] Figure 3 A schematic diagram of the structure of a computer device provided in an embodiment of the present application. DETAILED DESCRIPTION

[0048] The following will be combined with the drawings in the embodiments of the present application to clearly and completely describe the technical solutions in the embodiments of the present application. Obviously, the described embodiments are only part of the embodiments of the present application, not all of the embodiments. Based on the embodiments in the present application, all other embodiments obtained by those skilled in the art without creative work are within the scope of protection of this application.

[0049] The embodiments of the present application provide a method, device, storage medium and computer equipment for value analysis of an outbound call project. Specifically, the method for value analysis of an outbound call project of the embodiments of the present application can be executed by a computer device, wherein the computer device can be a server or a terminal or other device. Among them, the server can be an independent physical server, or a server cluster or distributed system composed of multiple physical servers, or a cloud server that provides basic cloud computing services such as cloud services, cloud databases, cloud computing, cloud functions, cloud storage, network services, cloud communications, middleware services, domain name services, security services, CDN, and big data and artificial intelligence platforms. The terminal can be a smart phone, a desktop computer, a laptop computer, a tablet computer, etc., but is not limited to this. The terminal and the server can be directly or indirectly connected via wired or wireless communication, and this application does not limit this.

[0050] For example, the computer device may be a terminal, which may obtain an intelligent outbound call list corresponding to an intelligent outbound call project from an outbound call system, and obtain intelligent voice outbound call records of each customer in the intelligent outbound call list, wherein the intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a business; perform business intention identification based on the intelligent voice outbound call records of each customer, and obtain customer intention information for the business corresponding to the intelligent outbound call project; obtain business transaction data of the intelligent outbound call project from the business system corresponding to the intelligent outbound call project; and calculate the value indicator of the intelligent outbound call project in a preset business dimension based on the intention information and / or the business transaction data.

[0051] Based on the above problems, the embodiments of the present application provide a first method, device, computer equipment and storage medium for value analysis of outbound call projects, which can accurately evaluate the value corresponding to the intelligent voice outbound call projects.

[0052] It should be noted that the description order of the following embodiments is not intended to limit the preferred order of the embodiments.

[0053] The embodiment of the present application provides a method for analyzing the value of an outbound call project. The method can be executed by a terminal or a server. The embodiment of the present application is described by taking the method for analyzing the value of an outbound call project executed by a terminal as an example.

[0054] See also Figure 1 , Figure 1 A flow chart of a value analysis method for an outbound call project provided in an embodiment of the present application. The specific flow of the value analysis method for an outbound call project may be as follows:

[0055] 101. Obtain an intelligent outbound call list corresponding to an intelligent outbound call project from an outbound call system, and obtain an intelligent voice outbound call record of each customer in the above intelligent outbound call list, wherein the above intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a service.

[0056] Among them, the above-mentioned outbound call system is used for AI intelligent voice outbound calls, and outbound calls can be made through the channels of communication operators, such as China Unicom channels. The outbound call system also integrates an intelligent voice (PACES-IOCC) module to facilitate data processing through the intelligent voice module.

[0057] Among them, the above-mentioned intelligent outbound call project is used to conduct AI intelligent voice outbound calls for the intelligent outbound call list corresponding to the business in the bank. The above-mentioned intelligent outbound call list includes the outbound call numbers of each customer corresponding to the business, and the above-mentioned intelligent voice outbound call record includes the outbound call results and details of the outbound call process.

[0058] In this embodiment, the terminal can obtain the intelligent outbound call list and intelligent voice outbound call record that have been used for outbound calls from the outbound call system through the big data platform, so as to facilitate the processing of the obtained intelligent outbound call list and intelligent voice outbound call record to obtain the business value corresponding to the intelligent outbound call project that has been used for outbound calls. Among them, the terminal can adopt a timed acquisition method to periodically calculate the business value corresponding to the intelligent outbound call project that has been used for outbound calls in the outbound call system.

[0059] In some embodiments, before obtaining the intelligent outbound call list corresponding to the intelligent outbound call project from the outbound call system, it is necessary to perform AI intelligent voice outbound calls through the outbound call system. The terminal can obtain the intelligent outbound call list of at least one intelligent outbound call project through the business system, and verify the customer information in the intelligent outbound call list according to the business scenario of the intelligent outbound call project, so as to filter the outbound call numbers of customers in the intelligent outbound call list that do not meet the business scenario based on the verification results, so as to remove the outbound call numbers of customers filtered out in the intelligent outbound call list, and then send the filtered intelligent outbound call list to the outbound call system, so that the outbound call system can perform AI intelligent voice outbound calls according to the intelligent outbound call list. Among them, the above-mentioned business scenarios include but are not limited to sales scenarios, business reminder scenarios, etc.

[0060] Specifically, the terminal obtains the intelligent outbound call list of at least one intelligent outbound call project through the business system. When the business scenario of the above intelligent outbound call project is a sales scenario, in order to avoid the customer receiving multiple sales calls, which may cause customer disgust, the terminal needs to obtain the historical outbound call list of at least one outbound call platform in a preset time period, that is, obtain the list of customers who have received sales calls. Among them, the above at least one outbound call platform can be an outbound call platform corresponding to other business systems under the bank system to which the current business system belongs, or it can be other outbound call platforms for sales that have a relationship with the bank system to which the current business system belongs.

[0061] After obtaining the list of customers who have received sales-type calls, the terminal needs to compare the customer information in the above-mentioned intelligent outbound call list and the above-mentioned historical outbound call list to obtain the target outbound call number with the same customer information, that is, in the process of currently making an outbound call to the customer, in order to avoid the customer plan, the target outbound call number cannot be used for AI intelligent voice outbound calls, so the target outbound call number in the intelligent outbound call list needs to be deleted, and the intelligent outbound call list with the above-mentioned target outbound call number deleted is determined as the final intelligent outbound call list for AI intelligent voice outbound calls. Finally, the above-mentioned intelligent outbound call list is sent to the outbound call system so that the above-mentioned outbound call system can make AI intelligent voice outbound calls according to the above-mentioned intelligent outbound call list.

[0062] It is understandable that by obtaining the historical outbound call information of each outbound call platform within a certain period of time, it is possible to obtain which customers have answered sales-type calls during this period, thereby excluding these customers who have answered sales-type calls during this call process, thereby avoiding causing customer disgust.

[0063] Specifically, the terminal obtains a smart outbound call list of at least one smart outbound call project through the business system; when the business scenario of the above-mentioned smart outbound call project is a business reminder scenario, such as a reminder when a credit card expires, since not all customers are receptive to business reminders, in order to improve user experience, the terminal needs to obtain the historical feedback information of each outbound number in the above-mentioned smart outbound call list under the above-mentioned business reminder scenario, that is, obtain the corresponding feedback information of each customer when facing the business reminder scenario.

[0064] Based on the historical feedback information of each outbound call number, the outbound call number with unfriendly feedback information in the historical feedback information is determined, that is, the customer who does not accept service reminders is determined, and the outbound call number with unfriendly feedback information in the historical feedback information is determined as the target outbound call number. The target outbound call number in the intelligent outbound call list needs to be deleted, and the intelligent outbound call list with the above target outbound call number deleted is determined as the intelligent outbound call list for the final AI intelligent voice outbound call. Finally, the above intelligent outbound call list is sent to the outbound call system, so that the above outbound call system can make AI intelligent voice outbound calls according to the above intelligent outbound call list.

[0065] 102. Based on the intelligent voice outbound call records of the above-mentioned each customer, business intention is identified to obtain the customer's intention information for the business corresponding to the above-mentioned intelligent outbound call project.

[0066] In this embodiment, the terminal identifies the business intention of the intelligent voice outbound call record in order to obtain the customer's business intention corresponding to the intelligent outbound call project. The business intention of each customer constitutes the above-mentioned intention information, wherein the business intention is equivalent to the customer's acceptance of the business corresponding to the intelligent outbound call project. The level of the business intention can indicate the probability of the customer applying for the business corresponding to the intelligent outbound call project.

[0067] Specifically, the terminal can identify the business intention through an intelligent voice module, and can also identify the business intention through a big data platform.

[0068] In some embodiments, the above-mentioned business intention identification based on the intelligent voice outbound call records of the above-mentioned each customer to obtain the customer's intention information for the business corresponding to the above-mentioned intelligent outbound call project may include: the terminal obtains the outbound call duration and outbound call conversation corresponding to the intelligent voice outbound call records of the above-mentioned each customer; the business intention identification of the above-mentioned outbound call duration and outbound call conversation is performed through a preset neural network model to obtain the intention of each customer for the business corresponding to the above-mentioned intelligent outbound call project, and the intention of each customer for the business corresponding to the above-mentioned intelligent outbound call project is determined as the customer's intention information for the business corresponding to the above-mentioned intelligent outbound call project.

[0069] Specifically, when the business intention degree of the outbound call conversation is identified through the preset neural network model, it can include: performing emotion recognition on the voice information and text information corresponding to the above-mentioned outbound call conversation through the neural network model, obtaining the emotional information of the customer when facing the intelligent outbound call project, and then performing business intention recognition on the voice information, text information and emotional information through the neural network model.

[0070] 103. Obtain the business transaction data of the above-mentioned intelligent outbound calling project from the business system corresponding to the above-mentioned intelligent outbound calling project.

[0071] In this embodiment, the business system can obtain whether the customer has applied for the banking business corresponding to the smart outbound call project, thereby obtaining the business transaction data of the smart outbound call project, for example, the number of customers who have applied for the business in the smart outbound call list. The terminal can obtain the corresponding business transaction data from the business system through the big data platform.

[0072] In some embodiments, due to the different nature of the smart outbound calling project, it is sometimes necessary to make outbound calls in at least two outbound calling methods to the smart outbound calling list corresponding to the smart outbound calling project. That is, if there are two outbound calling methods, half of the customers in the smart outbound calling list will be called in the first outbound calling method, and the other half of the customers in the smart outbound calling list will be called in the second outbound calling method, thereby facilitating the comparison between the first outbound calling method and the second outbound calling method.

[0073] Accordingly, when the intelligent outbound calling project adopts at least two outbound calling methods for outbound calling, the terminal needs to obtain corresponding target transaction data from the business transaction data of the intelligent outbound calling project of the business system based on different outbound calling methods.

[0074] 104. Based on the above intention information and / or the above business transaction data, calculate the value index of the above intelligent outbound call project in the preset business dimension.

[0075] Among them, the above-mentioned business dimensions include but are not limited to business completion dimensions, business forecast dimensions, etc. For example, the value indicator corresponding to the business completion dimension can be the business transaction rate, that is, the ratio of the number of people making outbound calls through the intelligent outbound call list to the number of people handling business.

[0076] In this embodiment, since different businesses and different outbound call projects correspond to different business dimensions that need to be determined, and thus the business value judgment logic corresponding to the business dimensions is different, the terminal can pre-determine the business dimensions that need to be determined corresponding to the intelligent outbound call project, so that the intention information and / or business transaction data can be calculated based on the calculation method corresponding to the business dimensions that need to be determined through the big data platform, so as to obtain the value index corresponding to the business dimension, and the terminal can associate the calculated value index corresponding to each business dimension with the intelligent outbound call project through the big data platform, and send the value index file to the background management unit of the intelligent voice module in the form of a file, and the intelligent voice module stores the obtained value index file in the database, so that when the relevant staff needs it, through the background management unit of the intelligent voice module.

[0077] In some embodiments, when the business dimension is a business prediction dimension, the calculation of the value index of the smart outbound call project in the preset business dimension based on the intention information and / or the business transaction data may include: based on the intention information, determining the first number of personnel in the smart outbound call list whose intention for the smart outbound call project is greater than a preset threshold, that is, determining the number of personnel in the outbound call list who are predicted to handle the business corresponding to the smart outbound call project. The terminal then determines the second number of personnel in the smart outbound call list who handle the banking business corresponding to the smart outbound call project based on the business completion data, that is, determining the number of personnel in the smart outbound call list who actually handle the business corresponding to the smart outbound call project. Then calculate the ratio of the first number of personnel to the second number of personnel, and determine the ratio as the value index of the smart outbound call project, thereby obtaining the business value corresponding to the smart voice outbound call.

[0078] In the embodiment of the present invention, "first" and "second" are only used to distinguish the number of people and have no other special meanings.

[0079] In some embodiments, after obtaining the value index of the above-mentioned intelligent outbound call project in the above-mentioned business dimension, it can also include: obtaining at least two intelligent outbound call projects with consistent business scenarios; comparing the value indexes of at least two intelligent outbound call projects in the same business dimension, and determining the target intelligent outbound call project with the highest value index; thereby, based on the outbound call factors in the above-mentioned target intelligent outbound call project that are different from other intelligent outbound call projects in the same business scenario, setting the intelligent outbound call project to be called outbound in the same business scenario, thereby improving the value index of the intelligent outbound call project to be called outbound in this business dimension.

[0080] Specifically, at least two intelligent outbound call projects with consistent business scenarios are obtained; the value indicators of at least two intelligent outbound call projects under the same business dimension are compared to determine the target intelligent outbound call project with the highest value indicator; if the speech template of the above target intelligent outbound call project is different from the speech templates of other intelligent outbound call projects with consistent business scenarios, it means that the above outbound call factor is a speech template, then the above speech template is determined as the above outbound call factor; the outbound call speech template of the above target intelligent outbound call project is set as the outbound call speech template when the above intelligent outbound call project to be called conducts AI intelligent voice outbound calls.

[0081] In some embodiments, due to the different nature of the smart outbound calling project, it is sometimes necessary to make outbound calls in at least two outbound calling methods to the smart outbound calling list corresponding to the smart outbound calling project. That is, if there are two outbound calling methods, half of the customers in the smart outbound calling list will be called in the first outbound calling method, and the other half of the customers in the smart outbound calling list will be called in the second outbound calling method, thereby facilitating the comparison between the first outbound calling method and the second outbound calling method.

[0082] Accordingly, the calculation of the value index of the above-mentioned intelligent outbound call project in the preset business dimension based on the above-mentioned intention information and / or the above-mentioned business transaction data may include: when the intelligent outbound call project uses at least two outbound call methods to make outbound calls, the terminal needs to obtain the corresponding target transaction data and the corresponding intention information based on different outbound call methods, so as to obtain the value index of the preset business dimension corresponding to the different outbound call methods. Then, by comparing the value indexes corresponding to different outbound call methods in the same business dimension, the outbound call method with the highest value index is determined, so that the outbound call method can be determined as the outbound call method of the intelligent outbound call project to be called with the same business scenario as the intelligent outbound call project, thereby improving the value index of the intelligent outbound call project to be called in this business dimension.

[0083] In some embodiments, after obtaining the value index of the above-mentioned intelligent outbound call project in the above-mentioned business dimension, it can also include: if the value index of the above-mentioned business dimension is less than the index threshold corresponding to the above-mentioned business dimension, it means that the value of the current outbound call project is too small, and there may be other emergencies. For example, there is a problem in a certain link in the business handling process, which makes the business unable to be handled successfully. In this case, an alarm reminder is issued through a preset alarm device to facilitate relevant staff to conduct timely inspection and processing.

[0084] An embodiment of the present application discloses a method for value analysis of an outbound call project, the method comprising: obtaining an intelligent outbound call list corresponding to the intelligent outbound call project from an outbound call system, and obtaining the intelligent voice outbound call records of each customer in the above-mentioned intelligent outbound call list, wherein the above-mentioned intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a business; performing business intention identification based on the intelligent voice outbound call records of the above-mentioned each customer, and obtaining the customer's intention information for the business corresponding to the above-mentioned intelligent outbound call project; obtaining the business transaction data of the above-mentioned intelligent outbound call project from the business system corresponding to the above-mentioned intelligent outbound call project; and calculating the value index of the above-mentioned intelligent outbound call project in a preset business dimension based on the above-mentioned intention information and / or the above-mentioned business transaction data, so as to accurately evaluate the value corresponding to the intelligent voice outbound call project.

[0085] In order to facilitate better implementation of the value analysis method for outbound call projects provided in the embodiment of the present application, the embodiment of the present application also provides a value analysis device for outbound call projects based on the value analysis method for outbound call projects. The meanings of the terms are the same as those in the value analysis method for outbound call projects, and the specific implementation details can refer to the description in the method embodiment.

[0086] See also Figure 2 , Figure 2 A structural block diagram of a value analysis device for an outbound call project provided in an embodiment of the present application, the device comprising:

[0087] The information acquisition module 201 is used to obtain an intelligent outbound call list corresponding to an intelligent outbound call project from the outbound call system, and obtain an intelligent voice outbound call record of each customer in the intelligent outbound call list, wherein the intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a service;

[0088] The identification module 202 is used to identify the service intention based on the intelligent voice outbound call records of each customer, and obtain the customer's intention information for the service corresponding to the intelligent outbound call project;

[0089] The data acquisition module 203 is also used to obtain the business transaction data of the above-mentioned intelligent outbound call project from the business system corresponding to the above-mentioned intelligent outbound call project;

[0090] The calculation module 204 is used to calculate the value index of the above-mentioned intelligent outbound call project in a preset business dimension based on the above-mentioned intention information and / or the above-mentioned business transaction data.

[0091] In some embodiments, the value analysis device for outbound call projects further includes a comparison module, a determination module, and a sending module;

[0092] The information acquisition module 201 is further used to acquire the intelligent outbound call list of at least one intelligent outbound call project through the business system;

[0093] The information acquisition module 201 is further used to obtain a historical outbound call list of at least one outbound call platform in a preset time period when the business scenario of the intelligent outbound call project is a sales scenario;

[0094] The comparison module is used to compare the customer information in the intelligent outbound call list and the historical outbound call list to obtain a target outbound call number with consistent customer information;

[0095] The above-mentioned determination module is used to determine the intelligent outbound call list from which the above-mentioned target outbound call number is deleted as the intelligent outbound call list for the final AI intelligent voice outbound call;

[0096] The sending module is used to send the intelligent outbound call list to the outbound call system, so that the outbound call system can make AI intelligent voice outbound calls according to the intelligent outbound call list.

[0097] In some embodiments, it also includes:

[0098] The information acquisition module 201 is further used to acquire the intelligent outbound call list of at least one intelligent outbound call project through the business system;

[0099] The information acquisition module 201 is further used to acquire historical feedback information of each outbound number in the intelligent outbound call list under the business reminder scenario when the business scenario of the intelligent outbound call project is a business reminder scenario;

[0100] The determination module is further configured to determine, based on the historical feedback information of each outbound number, an outbound number having unfriendly feedback information in the historical feedback information as a target outbound number;

[0101] The above-mentioned determination module is also used to determine the intelligent outbound call list from which the above-mentioned target outbound call number is deleted as the intelligent outbound call list for the final AI intelligent voice outbound call;

[0102] The sending module is also used to send the intelligent outbound call list to the outbound call system, so that the outbound call system can make AI intelligent voice outbound calls according to the intelligent outbound call list.

[0103] In some embodiments, the value analysis device for outbound call projects further includes a setting module;

[0104] The information acquisition module 201 is further used to acquire at least two intelligent outbound call projects with consistent business scenarios;

[0105] The comparison module is further used to compare the value indicators of at least two intelligent outbound call projects under the same business dimension, and determine the target intelligent outbound call project with the highest value indicator;

[0106] The determination module is further configured to determine the speech template as the outbound call factor if the speech template of the target intelligent outbound call project is different from the speech template of other intelligent outbound call projects with the same business scenario;

[0107] The above-mentioned setting module is used to set the outbound call speech template of the above-mentioned target intelligent outbound call project as the outbound call speech template when the above-mentioned intelligent outbound call project to be called makes an AI intelligent voice outbound call.

[0108] In some embodiments, based on the intention information and / or the business completion data, the calculation module 204 is specifically used to:

[0109] Based on the above intention information, determine the number of first persons in the above intelligent outbound call list whose intention for the above intelligent outbound call project is greater than a preset threshold;

[0110] Based on the business completion data, determine the number of second personnel in the smart outbound call list who handle the banking business corresponding to the smart outbound call project;

[0111] The ratio of the first number of personnel to the second number of personnel is calculated, and the ratio is determined as a value indicator of the intelligent outbound call project.

[0112] In some embodiments, the identification module 202 is specifically used for:

[0113] Obtain the outbound call duration and outbound call conversation corresponding to the intelligent voice outbound call records of each of the above customers;

[0114] The service intention of the above-mentioned outbound call duration and outbound call conversation is identified through a preset neural network model to obtain the customer's intention information for the service corresponding to the above-mentioned intelligent outbound call project.

[0115] In some embodiments, the value analysis device for outbound call projects further includes a reminder module;

[0116] The reminder module is used to issue an alarm reminder through a preset alarm device if the value index of the business dimension is less than the index threshold corresponding to the business dimension.

[0117] The embodiment of the present application discloses a value analysis device for an outbound call project, which is used to obtain an intelligent outbound call list corresponding to the intelligent outbound call project from the outbound call system through an information acquisition module 201, and to obtain the intelligent voice outbound call records of each customer in the above intelligent outbound call list, and the above intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a business; the identification module 202 is used to identify the business intention based on the intelligent voice outbound call records of each customer, and obtain the customer's intention information for the business corresponding to the above intelligent outbound call project; the data acquisition module 203 is also used to obtain the business transaction data of the above intelligent outbound call project from the business system corresponding to the above intelligent outbound call project; the calculation module 204 is used to calculate the value index of the above intelligent outbound call project in the preset business dimension based on the above intention information and / or the above business transaction data. In this way, the value corresponding to the intelligent voice outbound call project can be accurately evaluated.

[0118] Accordingly, the embodiment of the present application also provides a computer device, which may be a terminal. Figure 3 As shown, Figure 3 A schematic diagram of the structure of a computer device provided in an embodiment of the present application. The computer device 300 includes a processor 301 having one or more processing cores, a memory 302 having one or more computer-readable storage media, and a computer program stored in the memory 302 and executable on the processor. The processor 301 is electrically connected to the memory 302. Those skilled in the art will appreciate that the computer device structure shown in the figure does not constitute a limitation on the computer device, and may include more or fewer components than shown, or combine certain components, or arrange components differently.

[0119] The processor 301 is the control center of the computer device 300. It uses various interfaces and lines to connect the various parts of the entire computer device 300, executes various functions of the computer device 300 and processes data by running or loading software programs and / or modules stored in the memory 302, and calling data stored in the memory 302, thereby monitoring the computer device 300 as a whole.

[0120] In the embodiment of the present application, the processor 301 in the computer device 300 will load instructions corresponding to the processes of one or more application programs into the memory 302 according to the following steps, and the processor 301 will run the application programs stored in the memory 302 to implement various functions:

[0121] Obtaining from the outbound call system an intelligent outbound call list corresponding to the intelligent outbound call project, and obtaining intelligent voice outbound call records of each customer in the intelligent outbound call list, wherein the intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a service;

[0122] Based on the intelligent voice outbound call records of each customer, business intention is identified to obtain the customer's intention information for the business corresponding to the intelligent outbound call project;

[0123] Obtaining the business transaction data of the above-mentioned intelligent outbound calling project from the business system corresponding to the above-mentioned intelligent outbound calling project;

[0124] Based on the above intention information and / or the above business transaction data, calculate the value index of the above intelligent outbound call project in the preset business dimension.

[0125] The specific implementation of the above operations can be found in the previous embodiments, which will not be described in detail here.

[0126] Optional, such as Figure 3 As shown, the computer device 300 further includes: a touch screen 303, a radio frequency circuit 304, an audio circuit 305, an input unit 306, and a power supply 307. The processor 301 is electrically connected to the touch screen 303, the radio frequency circuit 304, the audio circuit 305, the input unit 306, and the power supply 307, respectively. Those skilled in the art can understand that Figure 3 The computer device structure shown in the figure does not constitute a limitation on the computer device, and may include more or less components than shown in the figure, or combine certain components, or arrange the components differently.

[0127] The touch display screen 303 can be used for displaying a graphical user interface and receiving an operation instruction generated by the user acting on the graphical user interface. The touch display screen 303 can include a display panel and a touch panel. Wherein, the display panel can be used for displaying a message input by a user or a message provided to a user and various graphical user interfaces of a computer device, and these graphical user interfaces can be composed of graphics, text, icons, videos and any combination thereof. Optionally, a liquid crystal display (LCD, Liquid Crystal Display), an organic light-emitting diode (OLED, Organic Light-Emitting Diode) and other forms can be used to configure the display panel. The touch panel can be used to collect the touch operation of the user on or near it (such as the operation of any suitable object or attachment such as a finger, a stylus, etc. on the touch panel or near the touch panel), and generate corresponding operation instructions, and the operation instructions execute corresponding programs. Optionally, the touch panel may include two parts, a touch detection device and a touch controller. Among them, the touch detection device detects the user's touch orientation, detects the signal brought by the touch operation, and transmits the signal to the touch controller; the touch controller receives the touch message from the touch detection device, converts it into the touch point coordinates, and then sends it to the processor 301, and can receive the command sent by the processor 301 and execute it. The touch panel can cover the display panel. When the touch panel detects a touch operation on or near it, it is transmitted to the processor 301 to determine the type of touch event, and then the processor 301 provides a corresponding visual output on the display panel according to the type of touch event. In an embodiment of the present application, the touch panel and the display panel can be integrated into the touch display screen 303 to realize the input and output functions. However, in some embodiments, the touch panel and the touch panel can be used as two independent components to realize the input and output functions. That is, the touch display screen 303 can also be used as a part of the input unit 306 to realize the input function.

[0128] The radio frequency circuit 304 may be used to send and receive radio frequency signals, so as to establish wireless communication with a network device or other computer devices through wireless communication, and to send and receive signals between the network device or other computer devices.

[0129] The audio circuit 305 can be used to provide an audio interface between the user and the computer device through a speaker and a microphone. The audio circuit 305 can transmit the electrical signal converted from the received audio data to the speaker, which is converted into a sound signal for output; on the other hand, the microphone converts the collected sound signal into an electrical signal, which is received by the audio circuit 305 and converted into audio data, and then the audio data is output to the processor 301 for processing, and then sent to another computer device through the radio frequency circuit 304, or the audio data is output to the memory 302 for further processing. The audio circuit 305 may also include an earphone jack to provide communication between an external headset and the computer device.

[0130] The input unit 306 may be used to receive input numbers, character messages or user feature messages (such as fingerprint, iris, facial messages, etc.), and generate keyboard, mouse, joystick, optical or trackball signal inputs related to user settings and function controls.

[0131] The power supply 307 is used to supply power to various components of the computer device 300. Optionally, the power supply 307 can be logically connected to the processor 301 through a power management system, so that the power management system can manage charging, discharging, and power consumption. The power supply 307 can also include one or more DC or AC power supplies, recharging systems, power failure detection circuits, power converters or inverters, power status indicators, and other arbitrary components.

[0132] although Figure 3 Not shown, the computer device 300 may also include a camera, a sensor, a wireless fidelity module, a Bluetooth module, etc., which will not be described in detail here.

[0133] In the above embodiments, the description of each embodiment has its own emphasis. For parts that are not described in detail in a certain embodiment, reference can be made to the relevant descriptions of other embodiments.

[0134] As can be seen from the above, the computer device provided in this embodiment obtains the intelligent outbound call list corresponding to the intelligent outbound call project from the outbound call system, and obtains the intelligent voice outbound call records of each customer in the above intelligent outbound call list. The above intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a business; business intention is identified based on the intelligent voice outbound call records of each customer, and the customer's intention information for the business corresponding to the above intelligent outbound call project is obtained; the business transaction data of the above intelligent outbound call project is obtained from the business system corresponding to the above intelligent outbound call project; based on the above intention information and / or the above business transaction data, the value indicator of the above intelligent outbound call project in the preset business dimension is calculated.

[0135] A person of ordinary skill in the art will appreciate that all or part of the steps in the various methods of the above embodiments may be completed by instructions, or by controlling related hardware through instructions. The instructions may be stored in a computer-readable storage medium and loaded and executed by a processor.

[0136] To this end, an embodiment of the present application provides a computer-readable storage medium, in which a plurality of computer programs are stored, and the computer program can be loaded by a processor to execute the steps in any of the value analysis methods for outbound call projects provided in the embodiments of the present application. For example, the computer program can execute the following steps:

[0137] Obtaining from the outbound call system an intelligent outbound call list corresponding to the intelligent outbound call project, and obtaining intelligent voice outbound call records of each customer in the intelligent outbound call list, wherein the intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a service;

[0138] Based on the intelligent voice outbound call records of each customer, business intention is identified to obtain the customer's intention information for the business corresponding to the intelligent outbound call project;

[0139] Obtaining the business transaction data of the above-mentioned intelligent outbound calling project from the business system corresponding to the above-mentioned intelligent outbound calling project;

[0140] Based on the above intention information and / or the above business transaction data, calculate the value index of the above intelligent outbound call project in the preset business dimension.

[0141] The specific implementation of the above operations can be found in the previous embodiments, which will not be described in detail here.

[0142] The storage medium may include: a read-only memory (ROM), a random access memory (Random access Memory), a disk or an optical disk, etc.

[0143] Since the computer program stored in the storage medium can execute the steps in any of the methods for analyzing the value of outbound call projects provided in the embodiments of the present application, the beneficial effects that can be achieved by any of the methods for analyzing the value of outbound call projects provided in the embodiments of the present application can be achieved. Please refer to the previous embodiments for details and will not be repeated here.

[0144] The above is a detailed introduction to the value analysis method, device, storage medium and computer equipment for an outbound call project provided in an embodiment of the present application. Specific examples are used in this article to illustrate the principles and implementation methods of the present application. The description of the above embodiments is only used to help understand the method of the present application and its core idea; at the same time, for technical personnel in this field, according to the idea of ​​the present application, there will be changes in the specific implementation method and application scope. In summary, the content of this specification should not be understood as a limitation on the present application.

Claims

1. A method for analyzing the value of an outbound call project, characterized in that: The method comprises: Obtaining an intelligent outbound call list corresponding to an intelligent outbound call project from an outbound call system, and obtaining intelligent voice outbound call records of each customer in the intelligent outbound call list, wherein the intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a service; Based on the intelligent voice outbound call records of each customer, business intention is identified to obtain the customer's intention information for the business corresponding to the intelligent outbound call project; Acquire the business transaction data of the intelligent outbound calling project from the business system corresponding to the intelligent outbound calling project; Based on the intention information and / or the business transaction data, calculating the value index of the intelligent outbound call project in a preset business dimension; The calculating, based on the intention information and / or the business transaction data, the value index of the intelligent outbound call project in a preset business dimension includes: Based on the intention degree information, determining the number of first persons in the intelligent outbound call list whose intention degree for the intelligent outbound call project is greater than a preset threshold; Based on the business transaction data, determine the number of second personnel in the intelligent outbound call list who handle the banking business corresponding to the intelligent outbound call project; The ratio of the first number of personnel to the second number of personnel is calculated, and the ratio is determined as a value indicator of the intelligent outbound call project.

2. The method according to claim 1, characterized in that: Before obtaining the intelligent outbound call list corresponding to the intelligent outbound call project from the outbound call system and obtaining the intelligent voice outbound call record of each customer in the intelligent outbound call list, the method further includes: Obtaining an intelligent outbound call list of at least one intelligent outbound call project through a business system; When the business scenario of the intelligent outbound call project is a sales scenario, obtaining a historical outbound call list of at least one outbound call platform in a preset time period; Comparing the customer information in the intelligent outbound call list and the historical outbound call list to obtain a target outbound call number with consistent customer information; Determine the intelligent outbound call list from which the target outbound call number is deleted as the intelligent outbound call list for the final AI intelligent voice outbound call; The intelligent outbound call list is sent to the outbound call system, so that the outbound call system makes AI intelligent voice outbound calls according to the intelligent outbound call list.

3. The method according to claim 1, characterized in that Before obtaining the intelligent outbound call list corresponding to the intelligent outbound call project from the outbound call system and obtaining the intelligent voice outbound call record of each customer in the intelligent outbound call list, the method further includes: Obtaining an intelligent outbound call list of at least one intelligent outbound call project through a business system; When the business scenario of the intelligent outbound call project is a business reminder scenario, obtaining historical feedback information of each outbound call number in the intelligent outbound call list under the business reminder scenario; Based on the historical feedback information of each outbound call number, determining the outbound call number with unfriendly feedback information in the historical feedback information as the target outbound call number; Determine the intelligent outbound call list from which the target outbound call number is deleted as the intelligent outbound call list for the final AI intelligent voice outbound call; The intelligent outbound call list is sent to the outbound call system, so that the outbound call system makes AI intelligent voice outbound calls according to the intelligent outbound call list.

4. The method according to claim 1, characterized in that: After obtaining the value index of the intelligent outbound call project in the business dimension, it also includes: Obtain at least two intelligent outbound call projects with consistent business scenarios; Compare the value indicators of at least two smart outbound call projects in the same business dimension, and determine the target smart outbound call project with the highest value indicator; If the speech template of the target intelligent outbound call project is different from the speech templates of other intelligent outbound call projects with the same business scenario, the speech template is determined as an outbound call factor; The outbound call speech template of the target intelligent outbound call project is set as the outbound call speech template when the intelligent outbound call project to be called makes an AI intelligent voice outbound call.

5. The method according to claim 1, characterized in that The business intention degree identification based on the intelligent voice outbound call records of each customer to obtain the customer's intention information for the business corresponding to the intelligent outbound call project includes: Obtain the outbound call duration and outbound call conversation corresponding to the intelligent voice outbound call record of each customer; The service intention of the outbound call duration and the outbound call conversation is identified through a preset neural network model to obtain the customer's intention information for the service corresponding to the intelligent outbound call project.

6. The method according to any one of claims 1 to 5, characterized in that: After obtaining the value index of the intelligent outbound call project in the business dimension, it also includes: If the value index of the business dimension is less than the index threshold corresponding to the business dimension, an alarm reminder is issued through a preset alarm device.

7. A value analysis device for outbound call projects, characterized in that: The device is used to execute the value analysis method of the outbound call project according to any one of claims 1 to 6, and the device includes: An information acquisition module, used to obtain an intelligent outbound call list corresponding to an intelligent outbound call project from an outbound call system, and to obtain intelligent voice outbound call records of each customer in the intelligent outbound call list, wherein the intelligent outbound call project is configured to perform AI intelligent voice outbound calls based on a service; An identification module, used to identify the service intention of each customer based on the intelligent voice outbound call record, and obtain the customer's intention information for the service corresponding to the intelligent outbound call project; The data acquisition module is also used to obtain the business transaction data of the intelligent outbound call project from the business system corresponding to the intelligent outbound call project; A calculation module is used to determine, based on the intention information, the number of first personnel in the intelligent outbound call list whose intention for the intelligent outbound call project is greater than a preset threshold; based on the business transaction data, determine the number of second personnel in the intelligent outbound call list who handle the banking business corresponding to the intelligent outbound call project; calculate the ratio of the first number of personnel to the second number of personnel, and determine the ratio as the value indicator of the intelligent outbound call project.

8. A computer device, characterized in that: The method comprises a memory, a processor and a computer program stored in the memory and running on the processor, wherein when the processor executes the computer program, the value analysis method of the outbound call project as claimed in any one of claims 1 to 6 is implemented.

9. A storage medium, characterized in that: The storage medium stores a plurality of instructions, and the instructions are suitable for being loaded by a processor to execute the value analysis method for an outbound call project according to any one of claims 1 to 6.

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