Intelligent outbound calling method, device, equipment and computer-readable storage medium

Abstract

The present disclosure relates to an intelligent outbound calling method, apparatus, device and computer-readable storage medium, the method comprising: obtaining the customer's reply content during the outbound calling process; identifying the customer's intention based on the reply content, the customer's intention including the customer's current call status and the customer's backup contact information; adding the customer's backup contact information to the outbound calling list based on the customer's current call status; and making an intelligent outbound call to the customer through the customer's backup contact information using the reply content as the call background. The present disclosure identifies the customer's intention through the customer's reply content, thereby obtaining the customer's backup contact information. Making an intelligent outbound call to the customer's backup contact information using the reply content as the call background improves customer satisfaction and enhances competitive advantage.

Description

Technical Field

[0001] The present disclosure relates to the field of computer technology, and in particular to an intelligent outbound calling method, apparatus, device, and computer-readable storage medium. Background Art

[0002] With the continuous development of science and technology, various service industries are launching activities that benefit people and enrich their lives in order to further integrate into people's lives. Intelligent outbound calling systems can conduct intelligent outbound calls through outbound calling platforms, introduce these activities to customers, and complete certain tasks, such as product promotion and marketing activities.

[0003] In some special scenarios, such as when a customer's phone signal is weak or the battery is low, they may express their current situation. This means that the customer wants to continue the call, but the intelligent outbound calling system cannot respond in time, resulting in a poor customer experience. Summary of the Invention

[0004] In order to solve the above technical problems or at least partially solve the above technical problems, the present disclosure provides an intelligent outbound calling method, device, equipment and computer-readable storage medium to improve customer satisfaction and enhance competitive advantage.

[0005] In a first aspect, an embodiment of the present disclosure provides an intelligent outbound calling method, comprising:

[0006] Get the customer's response during the outbound call;

[0007] identifying the customer's intention based on the reply content, wherein the customer's intention includes the customer's current call status and the customer's backup contact information;

[0008] Add the customer's backup contact information to the outbound call list based on the customer's current call status;

[0009] Using the reply content as the call background, an intelligent outbound call is made to the customer via the customer's backup contact information.

[0010] In some embodiments, obtaining the customer's response during an outbound call includes:

[0011] Get outbound call list;

[0012] An outbound call is made to the customer based on the outbound call list, and when the customer answers the call, the customer's reply content during the outbound call is obtained.

[0013] In some embodiments, adding the customer's backup contact information to the outbound call list based on the customer's current call status includes:

[0014] According to the current call status of the customer, the customer's backup contact information is added and placed at the top of the outbound call list.

[0015] In some embodiments, the customer's intention further includes: a time for another outbound call, wherein the time for another outbound call is a time when it is convenient for the customer to make another call;

[0016] The intelligent outbound call to the customer using the customer's backup contact information using the reply content as the call background includes:

[0017] The method uses the reply content as the call background and makes an intelligent outbound call to the customer through the customer's backup contact information based on the next outbound call time.

[0018] In some embodiments, using the reply content as the call background, making an intelligent outbound call to the customer through the customer's backup contact information includes:

[0019] Obtain outbound call content during intelligent outbound calling;

[0020] Dividing the outbound call content to obtain multiple outbound call content segments;

[0021] For the multiple outbound call content segments, obtaining a target outbound call content segment when the customer hangs up the call;

[0022] With the reply content as the call background, an intelligent outbound call is made to the customer through the customer's backup contact information. When the customer answers the call, the target outbound call content segment is used as the starting node of the outbound call.

[0023] In some embodiments, obtaining the target outbound call content segment when the customer hangs up the call includes:

[0024] Obtaining the outbound call content position and outbound call content segment when the customer hangs up the call, and determining the ratio of the outbound call content position to the outbound call content segment;

[0025] Determining whether the ratio is less than a preset threshold;

[0026] If so, it is determined that the outbound call content segment is the target outbound call content segment.

[0027] In some embodiments, the method further comprises:

[0028] If the ratio is greater than or equal to a preset threshold, the next outbound call content segment of the outbound call content segment is determined to be the target outbound call content segment.

[0029] In a second aspect, an embodiment of the present disclosure provides an intelligent outbound calling device, comprising:

[0030] The acquisition module is used to obtain the customer's response content during the outbound call process;

[0031] an identification module, configured to identify the customer's intention based on the reply content, wherein the customer's intention includes the customer's current call status and the customer's backup contact information;

[0032] An adding module, used to add the customer's backup contact information to the outbound call list according to the customer's current call status;

[0033] The outbound call module is used to make an intelligent outbound call to the customer through the customer's backup contact information, using the reply content as the call background.

[0034] In a third aspect, an embodiment of the present disclosure provides an electronic device, including:

[0035] Memory;

[0036] processor; and

[0037] computer programs;

[0038] The computer program is stored in the memory and is configured to be executed by the processor to implement the method as described in the first aspect.

[0039] In a fourth aspect, an embodiment of the present disclosure provides a computer-readable storage medium having a computer program stored thereon, wherein the computer program is executed by a processor to implement the method described in the first aspect.

[0040] In a fifth aspect, an embodiment of the present disclosure further provides a computer program product, which includes a computer program or instructions, and when the computer program or instructions are executed by a processor, the method described in the first aspect is implemented.

[0041] The intelligent outbound calling method, apparatus, device and computer-readable storage medium provided by the embodiments of the present disclosure obtain the customer's reply content during the outbound calling process, and identify the customer's intention based on the reply content. The customer's intention includes the customer's current call status and the customer's backup contact information. Not only the customer's current situation is clarified, but also the customer's backup contact information is obtained to avoid the customer from losing contact; based on the customer's current call status, the customer's backup contact information is added to the outbound calling list; with the reply content as the call background, the customer is intelligently called through the customer's backup contact information to avoid the customer repeating the content of the previous reply, thereby improving customer experience, increasing customer satisfaction, and enhancing competitive advantage. BRIEF DESCRIPTION OF THE DRAWINGS

[0042] The accompanying drawings, which are incorporated in and constitute a part of this specification, illustrate embodiments consistent with the present disclosure and, together with the description, serve to explain the principles of the present disclosure.

[0043] In order to more clearly illustrate the embodiments of the present disclosure or the technical solutions in the prior art, the following briefly introduces the drawings required for use in the embodiments or the description of the prior art. Obviously, for ordinary technicians in this field, other drawings can be obtained based on these drawings without any creative work.

[0044] Figure 1 A flow chart of the intelligent outbound calling method provided in an embodiment of the present disclosure;

[0045] Figure 2 A schematic diagram of an application scenario provided by an embodiment of the present disclosure;

[0046] Figure 3 A schematic diagram of the structure of an intelligent outbound calling device provided in an embodiment of the present disclosure;

[0047] Figure 4 A schematic diagram of the structure of an electronic device provided in an embodiment of the present disclosure. DETAILED DESCRIPTION

[0048] In order to more clearly understand the above-mentioned objectives, features and advantages of the present disclosure, the scheme of the present disclosure will be further described below. It should be noted that the embodiments of the present disclosure and the features therein can be combined with each other in the absence of conflict.

[0049] In the following description, many specific details are set forth to facilitate a full understanding of the present disclosure, but the present disclosure may also be implemented in other ways different from those described herein; it is obvious that the embodiments in the specification are only part of the embodiments of the present disclosure, rather than all of the embodiments.

[0050] With the continuous development of science and technology, various service industries are launching activities that benefit people and enrich their lives in order to further integrate into people's lives. Intelligent outbound calling systems can conduct intelligent outbound calls through outbound calling platforms, introduce these activities to customers, and complete certain tasks, such as product promotion and marketing activities.

[0051] In certain special scenarios, such as when a customer's phone signal is weak or the battery is low, they may express their current situation. This situation indicates that the customer wishes to continue the call, but the intelligent outbound calling system is unable to respond in a timely manner, resulting in a poor customer experience. To address this issue, the present disclosure provides an intelligent outbound calling method, which is described below with reference to specific embodiments.

[0052] Figure 1This is a flow chart of the intelligent outbound calling method provided by the embodiment of the present disclosure. The method can be executed by an intelligent outbound calling device, which can be implemented in software and / or hardware. The intelligent outbound calling device can be configured in an electronic device, such as a server or a terminal, wherein the terminal specifically includes but is not limited to a smart phone, a PDA, a tablet computer, a wearable device with a display screen, a desktop computer, a laptop computer, an all-in-one machine, a smart home device, etc. In addition, the method can be applied to Figure 2 The application scenario shown includes an intelligent outbound calling system 21 and multiple terminals, such as terminal 22 and terminal 23. Each terminal can be a customer's terminal. Specifically, a customer may have multiple terminals, where a customer can be, for example, a parent or an insured person. It is understood that the intelligent outbound calling method provided in the embodiments of the present disclosure can also be applied in other scenarios.

[0053] The following combination Figure 2 The application scenario shown is Figure 1 The intelligent outbound calling method shown is introduced, for example, Figure 2 The intelligent outbound call system 21 in the embodiment can execute the method. The specific steps of the method are as follows:

[0054] S101. Obtain the customer's response during the outbound call.

[0055] The intelligent outbound call system 21 makes an outbound call to the customer's terminal 22. When the customer answers the call, that is, the customer interacts with the terminal 22, so that the terminal 22 establishes a call with the intelligent outbound call system 21. That is, the intelligent robot in the intelligent outbound call system and the customer can conduct an intelligent dialogue through the intelligent outbound call system 21 and the terminal 22. After the intelligent outbound call system 21 receives the customer's reply content during the outbound call through the terminal 22, the above reply content is saved.

[0056] S102: Identify the customer's intention based on the reply content, where the customer's intention includes the customer's current call status and the customer's backup contact information.

[0057] Speech recognition, also known as automatic speech recognition (ASR), is a technology that enables machines to convert speech signals into corresponding text or commands through a process of recognition and understanding. It is an interdisciplinary subfield of computational linguistics and is essentially a pattern recognition process. The pattern of an unknown speech is compared with a reference pattern of known speech, and the best matching reference pattern is used as the recognition result. It mainly involves three aspects: feature extraction technology, pattern matching criteria, and model training technology.

[0058] Semantic recognition, also known as semantic understanding, enables machines to understand text content and identify intent. Semantic recognition technology encompasses fields such as signal processing, pattern recognition, probability theory and information theory, vocalization and auditory mechanisms, and artificial intelligence.

[0059] The above-mentioned reply content obtained by the intelligent outbound call system 21 is multiple voice segments. Therefore, the intelligent outbound call system 21 needs to perform voice recognition on the above-mentioned reply content, and perform semantic recognition based on the voice recognition results, so as to capture the customer's intention based on the recognition results. The customer's intention includes the customer's current call status and the customer's backup contact information.

[0060] Optionally, the current call status of the customer includes insufficient power of the terminal 22, poor signal quality of the current call, etc. Specifically, insufficient power of the terminal 22 may cause the terminal 22 to shut down and be unable to continue the call; poor signal quality of the current call may cause poor quality of the current call and discontinuous voice generated by the current call.

[0061] S103: Add the customer's backup contact information to the outbound call list based on the customer's current call status.

[0062] The intelligent outbound call system 21 adds the customer's backup contact information to the outbound call list based on the customer's current call status, wherein the customer's backup contact information can be set on the terminal 23, that is, the customer's contact information is set on the terminal 22, and the customer's backup contact information is set on the terminal 23.

[0063] S104: Using the reply content as the call background, an intelligent outbound call is made to the customer through the customer's backup contact information.

[0064] The intelligent outbound calling system 21 uses the above reply content as the call background of the current call and makes an intelligent outbound call to the terminal 23, that is, makes an outbound call to the above customer through the customer's backup contact information.

[0065] Optionally, the customer's backup contact information can also be set on terminal 22. For example, if terminal 22 has dual SIM cards and dual standby, if the customer's current call status is that the current call signal quality is poor, the above reply content is used as the call background, and an intelligent outbound call is made to terminal 22, and an intelligent outbound call is made to the customer through the customer's backup contact information.

[0066] The disclosed embodiment obtains the customer's reply content during an outbound call, and identifies the customer's intention based on the reply content. The customer's intention includes the customer's current call status and the customer's backup contact information. This not only clarifies the customer's current situation, but also obtains the customer's backup contact information to avoid the customer from losing contact; based on the customer's current call status, the customer's backup contact information is added to the outbound call list; with the reply content as the call background, an intelligent outbound call is made to the customer through the customer's backup contact information to avoid the customer repeating the previous reply content, thereby improving customer experience, increasing customer satisfaction, and enhancing competitive advantage.

[0067] Based on the above embodiment, obtaining the customer's reply content during the outbound call process includes: obtaining an outbound call list; making an outbound call to the customer based on the outbound call list, and when the customer answers the call, obtaining the customer's reply content during the outbound call process.

[0068] The intelligent outbound call system 21 obtains an outbound call list, which can be obtained after a rule check is performed on all numbers to be called outbound, and the rule check includes at least one of a blacklist check, a format check, or a legality check; the outbound call list can also be the contact information of historical consumers; the outbound call list can also be a precise customer list obtained through big data screening, etc. The intelligent outbound call system 21 calls the customer based on the above-mentioned outbound call list. When the customer answers the call, the intelligent outbound call system 21 establishes a call with the terminal 22. The intelligent outbound call system 21 conducts an intelligent dialogue with the customer through the terminal 22 based on the content of the outbound call. After the intelligent outbound call system 21 receives the customer's reply content during the outbound call, it saves the reply content, thereby obtaining the customer's reply content during the outbound call.

[0069] The disclosed embodiment specifically describes the origin of the reply content, provides basic data for subsequent identification of customer intentions, provides a call context for communicating with the customer again, avoids repeated acquisition of known customer reply content, and improves customer experience.

[0070] In some embodiments, adding the customer's backup contact information to the outbound call list based on the customer's current call status includes: adding the customer's backup contact information and pinning it to the top of the outbound call list based on the customer's current call status.

[0071] Based on the customer's current call status, the specific reason why the customer cannot continue the call is determined. If the battery of terminal 22 is low and the backup contact information is set on terminal 23, or the current call signal quality is poor, the customer's backup contact information is added and placed at the top of the outbound call list. This gives the customer's backup contact information the highest priority for outbound calls. After the current call with the customer ends, an intelligent outbound call is immediately made to the customer's backup contact information.

[0072] The embodiment of the present disclosure increases the outbound call priority of the customer's backup contact information by placing it at the top of the outbound call list, thereby further improving customer satisfaction.

[0073] In some embodiments, the customer's intention further includes a next outbound call time, where the next outbound call time is a time when the customer can conveniently call again. The step of making an intelligent outbound call to the customer using the customer's backup contact information based on the reply content as the call context includes making an intelligent outbound call to the customer using the customer's backup contact information based on the next outbound call time and the reply content as the call context.

[0074] If the customer is not available to answer the phone at the current time, for example, because they are in a meeting, but they still intend to continue the call, a next outbound call time is determined, i.e., a time when the customer can call again conveniently. If the customer proactively requests a next outbound call time, the next outbound call time is identified and captured based on the above reply content. If the customer does not proactively request a next outbound call time, the intelligent outbound call system 21 proactively inquires about a convenient next outbound call time, identifies and captures the next outbound call time based on the customer's reply content, and creates a new outbound call task for the next outbound call time. The outbound call task list can include the customer's contact information, the customer's backup contact information, or both the customer's contact information and the customer's backup contact information. The outbound call priority of the customer's contact information and the backup contact information is higher than other outbound call lists for the next outbound call time. At the next outbound call time, the intelligent outbound call system 21 uses the above reply content as the call context for the current call and makes an intelligent outbound call to terminal 22 or terminal 23, i.e., calls the customer using the customer's contact information or the customer's backup contact information.

[0075] Optionally, if the customer's backup contact information and the customer contact information are both on the terminal 22 and the terminal 22 is low on power, that is, the terminal 22 has dual SIM cards and dual standby and is low on power, then the same implementation method and implementation principle are used, that is, the intelligent outbound call system 21 uses the above-mentioned reply content as the call background of this call, and makes an intelligent outbound call to the terminal 22, that is, making an outbound call to the above-mentioned customer through the customer's contact information or the customer's backup contact information.

[0076] The disclosed embodiment obtains the time of the customer's intention to call out again, and can talk to the customer at a time convenient for the customer, thereby improving the flexibility of the intelligent outbound calling method and increasing customer satisfaction.

[0077] In some embodiments, with the reply content as the call background, an intelligent outbound call is made to the customer through the customer's backup contact information, including: obtaining the outbound call content during the intelligent outbound call process; dividing the outbound call content to obtain multiple outbound call content segments; for the multiple outbound call content segments, obtaining the target outbound call content segment when the customer hangs up the call; with the reply content as the call background, an intelligent outbound call is made to the customer through the customer's backup contact information, and when the customer answers the call, the target outbound call content segment is used as the starting node of the outbound call.

[0078] The intelligent outbound call system 21 obtains the outbound call content during the intelligent outbound call process. This outbound call content can be formulated by business personnel. Specifically, the intelligent outbound call system can also intelligently generate relevant reply content based on the customer's questions and answers. The intelligent outbound call system 21 divides the outbound call content into multiple outbound call content segments, such as greeting, content, price, invitation, and other outbound call content segments. Based on these multiple outbound call content segments, the intelligent outbound call system 21 obtains the target outbound call content segment when the customer hangs up the call in real time. The intelligent outbound call system 21 then makes another intelligent outbound call to the customer using the customer's backup contact information. When the customer answers the call, the reply content serves as the call background, and the target outbound call content segment serves as the starting point of the outbound call.

[0079] Optionally, obtaining the target outbound content segment when the customer hangs up the call includes: obtaining the outbound content position and the outbound content segment when the customer hangs up the call, and determining the ratio of the outbound content position to the outbound content segment; judging whether the ratio is less than a preset threshold; if the ratio is less than the preset threshold, determining that the outbound content segment is the target outbound content segment.

[0080] Specifically, when an outbound call content segment is obtained when a customer hangs up a call, the outbound call content position at the time the customer hangs up the call is obtained based on the outbound call content segment, and the ratio of the outbound call content position to the outbound call content segment is determined. Specifically, the ratio can be determined based on the number of words in the outbound call content segment that have been spoken to the total number of words in the outbound call content segment, or based on the length of the voice in the outbound call content segment that has been spoken to the voice length of the outbound call content segment. The ratio can also be determined by other methods, which are not specifically limited in this embodiment. It is determined whether the ratio is less than a preset threshold; if the ratio is less than the preset threshold, the outbound call content segment is determined to be the target outbound call content segment.

[0081] Optionally, if the ratio is greater than or equal to a preset threshold, the next outbound call content segment of the outbound call content segment is determined to be the target outbound call content segment.

[0082] If the ratio is greater than or equal to the preset threshold, the next outbound call content segment of the outbound call content segment is determined to be the target outbound call content segment.

[0083] The disclosed embodiment obtains the outbound call content during the intelligent outbound call process; divides the outbound call content to obtain multiple outbound call content segments; obtains the target outbound call content segment when the customer hangs up the call for the multiple outbound call content segments; uses the reply content as the call background, and makes an intelligent outbound call to the customer through the customer's backup contact information. When the customer answers the call, the target outbound call content segment is used as the starting node of the outbound call, avoiding starting the outbound call content from the beginning, further improving the customer experience, and enhancing the competitive advantage.

[0084] Figure 3 This is a schematic diagram of the structure of the intelligent outbound call device provided in the embodiment of the present disclosure. The intelligent outbound call device can be the terminal as described in the above embodiment, or the intelligent outbound call device can be a component or assembly in the terminal. The intelligent outbound call device provided in the embodiment of the present disclosure can execute the processing flow provided in the embodiment of the intelligent outbound call method, such as Figure 3 As shown, the intelligent outbound call device 30 includes: an acquisition module 31, an identification module 32, an adding module 33, and an outbound call module 34; wherein the acquisition module 31 is used to obtain the customer's reply content during the outbound call process; the identification module 32 is used to identify the customer's intention based on the reply content, and the customer's intention includes the customer's current call status and the customer's backup contact information; the adding module 33 is used to add the customer's backup contact information to the outbound call list based on the customer's current call status; the outbound call module 34 is used to use the reply content as the call background to make an intelligent outbound call to the customer through the customer's backup contact information.

[0085] Optionally, the acquisition module 31 is further configured to acquire an outbound call list; make an outbound call to the customer based on the outbound call list, and acquire the customer's reply content during the outbound call when the customer answers the call.

[0086] Optionally, the adding module 33 is further configured to add the customer's backup contact information and place it at the top of the outbound call list based on the customer's current call status.

[0087] Optionally, the customer's intention also includes: a time for another outbound call, which is a time when it is convenient for the customer to make another call; wherein, the outbound call module 34 is also used to use the reply content as the call background, and to make an intelligent outbound call to the customer through the customer's backup contact information based on the time for another outbound call.

[0088] Optionally, the outbound call module 34 is also used to obtain the outbound call content in the intelligent outbound call process; divide the outbound call content to obtain multiple outbound call content segments; for the multiple outbound call content segments, obtain the target outbound call content segment when the customer hangs up the call; use the reply content as the call background, and make an intelligent outbound call to the customer through the customer's backup contact information. When the customer answers the call, the target outbound call content segment is used as the starting node of the outbound call.

[0089] Optionally, the outbound call module 34 is also used to obtain the outbound call content position and the outbound call content segment when the customer hangs up the call, and determine the ratio of the outbound call content position to the outbound call content segment; judge whether the ratio is less than a preset threshold; if so, determine that the outbound call content segment is the target outbound call content segment.

[0090] Optionally, the outbound call module 34 is further configured to determine that the next outbound call content segment of the outbound call content segment is the target outbound call content segment if the ratio is greater than or equal to a preset threshold.

[0091] Figure 3 The intelligent outbound call device of the illustrated embodiment can be used to execute the technical solution of the above-mentioned method embodiment. Its implementation principle and technical effects are similar and will not be repeated here.

[0092] Figure 4 This is a schematic diagram of the structure of an electronic device provided in an embodiment of the present disclosure. The electronic device may be a terminal as described in the above embodiment. The electronic device provided in an embodiment of the present disclosure may execute the processing flow provided in an embodiment of the intelligent outbound calling method, such as Figure 4 As shown, the electronic device 40 includes: a memory 41, a processor 42, a computer program and a communication interface 43; wherein the computer program is stored in the memory 41 and is configured so that the processor 42 executes the intelligent outbound calling method as described above.

[0093] In addition, an embodiment of the present disclosure further provides a computer-readable storage medium on which a computer program is stored. The computer program is executed by a processor to implement the intelligent outbound calling method described in the above embodiment.

[0094] In addition, an embodiment of the present disclosure further provides a computer program product, which includes a computer program or instructions, and when the computer program or instructions are executed by a processor, the intelligent outbound calling method as described above is implemented.

[0095] It should be noted that the computer-readable medium mentioned above in the present disclosure may be a computer-readable signal medium or a computer-readable storage medium, or any combination of the two. A computer-readable storage medium may be, for example, but not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, device, or component, or any combination of the above. More specific examples of computer-readable storage media may include, but are not limited to: an electrical connection with one or more wires, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above. In the present disclosure, a computer-readable storage medium may be any tangible medium that contains or stores a program that can be used by or in conjunction with an instruction execution system, device, or component. In the present disclosure, a computer-readable signal medium may include a data signal propagated in baseband or as part of a carrier wave, which carries computer-readable program code. Such a propagated data signal may take a variety of forms, including but not limited to electromagnetic signals, optical signals, or any suitable combination of the above. A computer-readable signal medium may also be any computer-readable medium other than a computer-readable storage medium that can transmit, propagate, or transport a program for use by or in conjunction with an instruction execution system, apparatus, or device. The program code contained on the computer-readable medium may be transmitted using any suitable medium, including but not limited to wires, optical cables, RF (radio frequency), etc., or any suitable combination thereof.

[0096] In some embodiments, the client and server can communicate using any currently known or future developed network protocol, such as HTTP (HyperText Transfer Protocol), and can be interconnected with any form or medium of digital data communication (e.g., a communication network). Examples of communication networks include a local area network ("LAN"), a wide area network ("WAN"), an internet (e.g., the Internet), and a peer-to-peer network (e.g., an ad hoc peer-to-peer network), as well as any currently known or future developed network.

[0097] The computer-readable medium may be included in the electronic device, or may exist independently without being incorporated into the electronic device.

[0098] The computer-readable medium carries one or more programs. When the one or more programs are executed by the electronic device, the electronic device:

[0099] Get the customer's response during the outbound call;

[0100] identifying the customer's intention based on the reply content, wherein the customer's intention includes the customer's current call status and the customer's backup contact information;

[0101] Add the customer's backup contact information to the outbound call list based on the customer's current call status;

[0102] Using the reply content as the call background, an intelligent outbound call is made to the customer via the customer's backup contact information.

[0103] In addition, the electronic device can also execute other steps in the intelligent outbound calling method described above.

[0104] Computer program code for performing the operations of the present disclosure may be written in one or more programming languages, or a combination thereof, including, but not limited to, object-oriented programming languages ​​such as Java, Smalltalk, C++, and conventional procedural programming languages ​​such as "C" or similar programming languages. The program code may be executed entirely on the user's computer, partially on the user's computer, as a stand-alone software package, partially on the user's computer and partially on a remote computer, or entirely on the remote computer or server. In cases involving a remote computer, the remote computer may be connected to the user's computer through any type of network, including a local area network (LAN) or a wide area network (WAN), or may be connected to an external computer (e.g., through the Internet using an Internet service provider).

[0105] The flowcharts and block diagrams in the accompanying drawings illustrate the possible implementation architecture, functions and operations of the systems, methods and computer program products according to various embodiments of the present disclosure. In this regard, each box in the flowchart or block diagram can represent a module, program segment, or a part of code, and the module, program segment, or a part of code contains one or more executable instructions for realizing the specified logical function. It should also be noted that in some alternative implementations, the functions marked in the box can also occur in a different order than that marked in the accompanying drawings. For example, two boxes represented in succession can actually be executed substantially in parallel, and they can sometimes be executed in the opposite order, depending on the functions involved. It should also be noted that each box in the block diagram and / or flowchart, and the combination of the boxes in the block diagram and / or flowchart, can be implemented with a dedicated hardware-based system that performs the specified function or operation, or can be implemented with a combination of dedicated hardware and computer instructions.

[0106] The units involved in the embodiments described in this disclosure may be implemented in software or hardware, wherein the name of a unit does not necessarily limit the unit itself.

[0107] The functions described above herein may be performed, at least in part, by one or more hardware logic components. For example, and without limitation, exemplary types of hardware logic components that may be used include: field programmable gate arrays (FPGAs), application specific integrated circuits (ASICs), application specific standard products (ASSPs), systems on chip (SOCs), complex programmable logic devices (CPLDs), and the like.

[0108] In the context of the present disclosure, a machine-readable medium can be a tangible medium that can contain or store a program for use by or in conjunction with an instruction execution system, device or equipment. A machine-readable medium can be a machine-readable signal medium or a machine-readable storage medium. A machine-readable medium can include, but is not limited to, an electronic, magnetic, optical, electromagnetic, infrared, or semiconductor system, device or equipment, or any suitable combination of the foregoing. A more specific example of a machine-readable storage medium can include an electrical connection based on one or more lines, a portable computer disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the foregoing.

[0109] It should be noted that, in this document, relational terms such as "first" and "second" are used only to distinguish one entity or operation from another entity or operation, and do not necessarily require or imply any actual relationship or order between these entities or operations. Moreover, the terms "comprises," "comprising," or any other variations thereof are intended to cover non-exclusive inclusion, so that a process, method, article, or device comprising a series of elements includes not only those elements, but also other elements not explicitly listed, or elements inherent to such process, method, article, or device. In the absence of further limitations, an element defined by the phrase "comprising a ..." does not exclude the presence of other identical elements in the process, method, article, or device comprising the element.

[0110] The foregoing description is intended only to provide specific embodiments of the present disclosure, intended to enable those skilled in the art to understand and implement the present disclosure. Various modifications to these embodiments will be readily apparent to those skilled in the art, and the general principles defined herein may be implemented in other embodiments without departing from the spirit or scope of the present disclosure. Therefore, the present disclosure is not intended to be limited to the embodiments described herein, but rather to be construed in the broadest manner consistent with the principles and novel features disclosed herein.

Claims

1. An intelligent outbound calling method, characterized in that: The method comprises: Get the customer's response during the outbound call; identifying the customer's intention based on the reply content, wherein the customer's intention includes the customer's current call status and the customer's backup contact information; Add the customer's backup contact information to the outbound call list based on the customer's current call status; Using the reply content as the call background, an intelligent outbound call is made to the customer through the customer's backup contact information; The intelligent outbound call to the customer using the customer's backup contact information using the reply content as the call background includes: Obtain outbound call content during intelligent outbound calling; Dividing the outbound call content to obtain multiple outbound call content segments; For the multiple outbound call content segments, obtaining a target outbound call content segment when the customer hangs up the call; With the reply content as the call background, an intelligent outbound call is made to the customer through the customer's backup contact information. When the customer answers the call, the target outbound call content segment is used as the starting node of the outbound call.

2. The method according to claim 1, characterized in that Get the customer's response during the outbound call, including: Get outbound call list; An outbound call is made to the customer based on the outbound call list, and when the customer answers the call, the customer's reply content during the outbound call is obtained.

3. The method according to claim 1, characterized in that Add the customer's backup contact information to the outbound call list based on the customer's current call status, including: According to the current call status of the customer, the customer's backup contact information is added and placed at the top of the outbound call list.

4. The method according to claim 1, wherein The customer's intention also includes: a time for another outbound call, wherein the time for another outbound call is a time when it is convenient for the customer to make another call; The intelligent outbound call to the customer using the customer's backup contact information using the reply content as the call background includes: The method uses the reply content as the call background and makes an intelligent outbound call to the customer through the customer's backup contact information based on the next outbound call time.

5. The method according to claim 1, wherein The step of obtaining the target outbound call content segment when the customer hangs up the call includes: Obtaining the outbound call content position and outbound call content segment when the customer hangs up the call, and determining the ratio of the outbound call content position to the outbound call content segment; Determining whether the ratio is less than a preset threshold; If so, it is determined that the outbound call content segment is the target outbound call content segment.

6. The method according to claim 5, characterized in that The method further comprises: If the ratio is greater than or equal to a preset threshold, the next outbound call content segment of the outbound call content segment is determined to be the target outbound call content segment.

7. An intelligent outbound calling device, characterized in that: The device comprises: The acquisition module is used to obtain the customer's response content during the outbound call process; an identification module, configured to identify the customer's intention based on the reply content, wherein the customer's intention includes the customer's current call status and the customer's backup contact information; An adding module, used to add the customer's backup contact information to the outbound call list according to the customer's current call status; An outbound calling module is used to make an intelligent outbound call to the customer through the customer's backup contact information using the reply content as the call background; The outbound call module is also used to obtain the outbound call content during the intelligent outbound call process; divide the outbound call content to obtain multiple outbound call content segments; for the multiple outbound call content segments, obtain the target outbound call content segment when the customer hangs up the call; use the reply content as the call background, and make an intelligent outbound call to the customer through the customer's backup contact information. When the customer answers the call, the target outbound call content segment is used as the starting node of the outbound call.

8. An electronic device, characterized in that: include: Memory; processor; as well as computer programs; The computer program is stored in the memory and configured to be executed by the processor to implement the method according to any one of claims 1 to 6.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that: When the computer program is executed by a processor, the method according to any one of claims 1 to 6 is implemented.

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