Information processing method and related apparatus

Abstract

The application provides an information processing method and related device. The method comprises the following steps: determining a target user corresponding to first contact information according to the first contact information and pre-stored target user information input by the target user, the target user information comprising at least one contact information of the target user, each contact information in the at least one contact information having a priority; determining second contact information with a higher priority than the first contact information in the target user information and a historical contact record of the second contact information; determining whether the second contact information is in a limited contact state according to the historical contact record of the second contact information; if yes, obtaining contact content for the target user; determining whether the current time is in a target contact time period according to a target service type identifier in the contact content; if yes, informing the target user of the contact content through the first contact information. The application realizes contacting the target user by reasonably utilizing information resources.

Description

Technical Field

[0001] This application relates to the field of communication technology, and in particular to an information processing method and related apparatus. Background Technology

[0002] With the rapid development of communication technology, call centers based on Computer Telephony Integration (CTI) have been widely used. Such a call center may include at least one display interface and at least one agent seat.

[0003] In existing technology, agents can view user information and at least one contact detail within that user information through the call center's display interface. Agents can then use this contact information to contact users and establish communication with the target user. This call center can be applied to application scenarios requiring frequent user contact. However, in current application scenarios, there is a risk of excessively frequent contact with target users, which can easily lead to a waste of the call center's communication resources. Summary of the Invention

[0004] This application provides an information processing method and related apparatus, which enables the connection of target users through the rational use of information resources, thereby avoiding the unreasonable use and waste of resources.

[0005] In a first aspect, this application provides an information processing method, including:

[0006] The target user corresponding to the first contact information is determined based on the first contact information obtained, and the target user information input by the target user is pre-stored. The target user information includes at least one contact information of the target user, and each contact information has a priority.

[0007] Identify a second contact information among the at least one contact information that has a higher priority than the first contact information, and the historical contact records of the second contact;

[0008] Based on the historical contact records of the second contact information, determine whether the second contact information is in a restricted contact state;

[0009] If so, obtain the contact content for the target user, the contact content including the target service type identifier of the target service related to the contact content;

[0010] Based on the target service type identifier, it is determined whether the current time is within the target contact time period, where the target contact time period is used to represent the time period during which the target user is contacted regarding the contact content.

[0011] If the current time falls within the target contact time period, the contact content will be communicated to the target user through the first contact information.

[0012] Secondly, this application provides an information processing apparatus, comprising:

[0013] The acquisition module is used to determine the target user corresponding to the first contact information based on the acquired first contact information, and the pre-stored target user information input by the target user, wherein the target user information includes at least one contact information of the target user, and each contact information in the at least one contact information has a priority.

[0014] A processing module is configured to: determine a second contact information with a higher priority than the first contact information among the at least one contact information, and the historical contact records of the second contact; determine, based on the historical contact records of the second contact information, whether the second contact information is in a restricted contact state; if so, obtain contact content for the target user, the contact content including a target service type identifier related to the contact content; determine, based on the target service type identifier, whether the current time is within a target contact time period, the target contact time period representing the time period for contacting the target user regarding the contact content; if the current time is within the target contact time period, then inform the target user of the contact content through the first contact information.

[0015] Thirdly, this application provides an electronic device, including: a memory and a processor; the memory is used to store a computer program; the processor is used to execute the information processing method of the first aspect and any possible design of the first aspect according to the computer program stored in the memory.

[0016] Fourthly, this application provides a computer-readable storage medium storing a computer program, wherein when at least one processor of an electronic device executes the computer program, the electronic device performs the information processing method of the first aspect and any possible design of the first aspect.

[0017] Fifthly, this application provides a computer program product comprising a computer program, wherein when at least one processor of an electronic device executes the computer program, the electronic device performs the first aspect and any possible information processing method in the first aspect.

[0018] The information processing method and related apparatus provided in this application obtain first contact information and, based on the first contact information, determine a target user and target user information of the target user. The target user information may include at least one contact information and the priority of each contact information. A contact information with a higher priority than the first contact information is selected from the target user information as a second contact information, and historical contact records of the second contact information are obtained. Based on the historical contact records of the second contact information, it is determined whether the second contact information is in a restricted contact state. When the second contact information is in a restricted contact state, contact content is obtained, which includes a target service type identifier related to the contact content and a target contact time period. If the current time is within the target contact time period, communication with the target user is established using the first contact information, and the contact content is communicated to the target user. Because when contacting the target user, priority is given to contacting the user through higher-priority contact information provided by the target user, and the appropriate time to contact the target user is determined based on the contact content, it effectively increases the restrictions on establishing communication with the target user, thereby avoiding frequent contact with the target user, reducing the communication resource consumption problems that may result from frequent contact with the target user, and also improving the user experience. Attached Figure Description

[0019] To more clearly illustrate the technical solutions in this application or the prior art, the drawings used in the description of the embodiments or the prior art will be briefly introduced below. Obviously, the drawings described below are some embodiments of this application. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0020] Figure 1 This is a schematic diagram illustrating an application scenario of an information processing method provided in an embodiment of this application;

[0021] Figure 2 A flowchart illustrating an information processing method provided in one embodiment of this application;

[0022] Figure 3 This is a schematic diagram of a user information display interface provided in an embodiment of this application;

[0023] Figure 4 A flowchart for determining limiting conditions is provided in one embodiment of this application;

[0024] Figure 5 This is a schematic diagram of the structure of an information processing device provided in an embodiment of this application;

[0025] Figure 6 This is a schematic diagram of the hardware structure of an electronic device provided in an embodiment of this application. Detailed Implementation

[0026] To make the objectives, technical solutions, and advantages of this application clearer, the technical solutions of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, not all embodiments. Based on the embodiments of this application, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this application.

[0027] The terms "first," "second," "third," "fourth," etc., used in the specification, claims, and accompanying drawings of this application are used to distinguish similar objects and are not necessarily used to describe a specific order or sequence. It should be understood that such data can be used interchangeably where appropriate. For example, without departing from the scope of this document, first information can also be referred to as second information, and similarly, second information can also be referred to as first information.

[0028] Depending on the context, the word "if" as used here can be interpreted as "when," "when," or "in response to determination."

[0029] Furthermore, as used herein, the singular forms “a,” “one,” and “the” are intended to also include the plural forms, unless the context indicates otherwise.

[0030] It should be further understood that the terms “comprising” or “including” indicate the presence of features, steps, operations, elements, components, items, kinds, and / or groups, but do not exclude the presence, occurrence, or addition of one or more other features, steps, operations, elements, components, items, kinds, and / or groups.

[0031] The terms “or” and “and / or” as used herein are interpreted as inclusive, or mean any one or any combination thereof. Therefore, “A, B, or C” or “A, B, and / or C” means “any one of the following: A; B; C; A and B; A and C; B and C; A, B, and C”. Exceptions to this definition occur only when combinations of elements, functions, steps, or operations are inherently mutually exclusive in some way.

[0032] The information processing method provided in this application can be applied to call center scenarios. With the rapid development of communication technology, integrated call centers based on Computer Telephony Integration (CTI) have been widely used. Call centers can store a large amount of user information. Each user information provides at least one contact information. Call centers can be associated with agents, who can obtain a list of contacts to be contacted through the call center and then communicate with users based on the contact information in the list. For example, when the contact information includes a phone number, the call center can contact the user by dialing the phone number. When communication with a user is successfully established, the call center can transfer the communication from the call center side to the agent to facilitate communication between the agent and the user. Agents can also proactively search for user information and determine the corresponding contact information through the call center, and can also proactively establish communication with users through the call center. However, in application scenarios such as telemarketing and follow-up calls that require outbound calls from the call center, there may be situations where users are contacted frequently. This frequent contact may include contacting users at random times and places, or frequently contacting one of the contact information provided by the user, and this contact information may not be the user's own, but rather the contact information of an emergency contact. This behavior of frequently contacting users not only wastes the call center's communication resources, but also creates a bad experience for users.

[0033] To address the aforementioned problems, this application proposes an information processing method. In this application, restrictive conditions can be added to the call center. When retrieving first contact information from the contact information list and attempting to contact a user through that first contact information, the system first determines whether the first contact information is the highest priority among the multiple contact information provided by the user. If not, it first retrieves second contact information with a higher priority than the first contact information and attempts to contact the target user through the second contact information first. At this point, the call center can determine whether the second contact information is in a restricted contact state based on the restrictive conditions. When the second contact information is not in a restricted contact state, the call center can contact the user through the second contact information; when the second contact information is in a restricted contact state, the call center can contact the user through the first contact information. This improves the user experience and avoids wasting call center resources by frequently using a single contact information to contact the target user. The call center's restrictive conditions can be obtained through statistical analysis of stored multi-dimensional historical contact records. Multiple restrictive conditions can be included in the call center. Electronic devices can also freely combine and overlay these constraints according to business scenarios to improve scenario matching, thereby minimizing the waste of communication resources and achieving compliant business communication with users. Furthermore, depending on the different business scenarios, electronic devices can also expand the constraints to other dimensions as needed.

[0034] The technical solutions of this application will be described in detail below with specific embodiments. The following specific embodiments can be combined with each other, and the same or similar concepts or processes may not be described again in some embodiments.

[0035] Figure 1This diagram illustrates an application scenario of information processing according to an embodiment of the present invention. The method can be executed by an electronic device, which may include a server and / or a terminal device. The terminal device may include smartphones, tablets, laptops, desktop computers, smart voice interaction devices, smart home appliances, smartwatches, vehicle terminals, aircraft, etc. The server may include a standalone physical server, a server cluster or distributed system composed of multiple physical servers, or a cloud server capable of providing cloud computing services. In other words, the method can be executed by software or hardware installed on the electronic device. In a call center application scenario, this scenario may include a server and at least one terminal device. The server deploys a call center, which can be a platform built with computer software. The server can communicate with each terminal device, and each terminal device can correspond to a call center agent. For example, when the contact information includes a phone number, the terminal device can be a telephone. The telephone can communicate with the user by dialing the phone number in the contact information. Specifically, a server deploying the call center connects to multiple terminal devices. Agents' terminals can access the call center and display information via web pages, windows, etc., enabling them to contact target users, view user information, and perform other operations. The call center can also aggregate agent information and implement unified agent management. This unified management includes retrieving a list of pending contacts, setting restrictions on the use of contact information, storing historical contact records, and transferring established connections to agents.

[0036] Call centers can set various call restrictions to prevent agents from making frequent outbound calls and harassing users, thereby improving the utilization of call center communication resources. These restrictions can include limiting contact frequency and number of calls to prevent agents from contacting users too often or too frequently. They can also include setting contact time restrictions to prevent agents from contacting users at inappropriate times, thus avoiding harassment. Furthermore, they can include relationship-based restrictions, allowing electronic devices to flexibly set contact limit limits based on user type. Finally, they can include contact information priority settings, forcing agents to prioritize contact information from higher priority target users. Finally, they can include skill group-based restrictions, designed for unified agent management, allowing for uniform limits on the number of calls made by all agents within a skill group.

[0037] Figure 2 A flowchart illustrating an information processing method according to an embodiment of this application is shown. Figure 1 Based on the illustrated embodiments, as Figure 2 As shown, with an electronic device as the executing entity, the method in this embodiment may include the following steps:

[0038] S101. Determine the target user corresponding to the first contact information based on the obtained first contact information, and the pre-stored target user information input by the target user. The target user information includes at least one contact information of the target user, and each contact information has a priority.

[0039] In this embodiment, the electronic device can sequentially or randomly retrieve first contact information from a list of contact information to be contacted. Then, the electronic device can query the corresponding target user in a preset relational database based on this first contact information. The electronic device can then determine the target user information corresponding to that target user. This target user information can be at least one contact information input by the target user and pre-stored in the preset relational database. Each contact information has a priority, and the priority determines whether to contact the user using the highest-priority contact information.

[0040] In one example, the target user information includes, but is not limited to, the following fields: user identifier, user name, at least one contact information, and the priority of each contact information. This priority can be set by the user when providing contact information. Alternatively, the electronic device determines the priority of each contact information based on its relevance to the user. Higher priority contact information has a stronger connection to the user. For example, contact information provided by the user themselves has a higher priority. Lower priority contact information has a lower relevance to the user. For example, contact information provided by a person other than themselves has a lower priority because the user may have also provided emergency contact information. The user identifier is used to uniquely identify a user. Each user includes only one piece of user information. One piece of user information also corresponds to only one user. The user name records the user's title. This title setting facilitates the agent addressing the user by their name when contacting them.

[0041] In one example, each contact information for the same user has a corresponding priority. This contact information can be a mobile phone number, landline number, email address, or communication software ID, etc. Electronic devices typically prioritize contact information with higher priority when contacting users. Priorities can include first priority, second priority, and third priority. The order of priority from highest to lowest is first priority > second priority > third priority. The number of contact information corresponding to each priority is determined based on the actual situation. For example, user A can include 3 first-priority contact information and 1 second-priority contact information. Similarly, user B can include 1 first-priority contact information, 1 second-priority contact information, and 1 third-priority contact information. In relational databases, this priority can be displayed as a prefix before the contact information. For example, when the contact information is a mobile phone number and the priority is first priority, it can be represented as P1-12344445555. Here, the character P1 can be used to identify the first priority. The second priority can be identified by the character P2, and the third priority can be identified by the character P3.

[0042] In one example, the contact information may also include a contact person's name. Recording this contact person's name facilitates addressing the user when communicating with them through this contact information. It's important to note that when the target user information includes multiple contact entries, several of them may share the same contact name. For example, if the target user information includes five contact entries, three of these entries may both have the contact person's name "A". These three entries with the contact person's name "A" may have the same priority but differ in their contact details.

[0043] In one example, the electronic device can also acquire contact content and, based on that content, determine the target user, thereby identifying the target user information. Typically, after receiving the first contact information, the electronic device can query a pre-defined relational database to find a unique target user based on the contact information and priority within that first contact information. However, in some cases, the electronic device may find multiple target users in the pre-defined relational database based on the contact information in the first contact information. For example, when the priority of the first contact information is second or third, it may be connected to both target user A and target user B. This first contact information may be entered into the user information by both target user A and target user B simultaneously. In this situation, the electronic device cannot directly determine the target user based on the first contact information. Therefore, the electronic device can determine the target user based on the contact content.

[0044] S102. Determine at least one contact information that has a higher priority than the first contact information, and the historical contact records of the second contact.

[0045] In this embodiment, after acquiring the first contact information, the electronic device can determine the priority of the first contact information among multiple contact information provided by the target user. When the priority of the first contact information is the first priority, there is no second contact information with a higher priority than the first contact information in the target user information. When the priority of the first contact information is not the first priority, the electronic device can select contact information with a higher priority than the first contact information from the target user information as the second contact information. The electronic device can then retrieve the historical contact records of the second contact information from a preset relational database based on the second contact information.

[0046] In one example, when the target user information includes multiple highest-priority contact information entries, the electronic device can treat all of these contact entries as second-priority contact information. The electronic device can then retrieve multiple historical contact records corresponding to these second-priority contact entries.

[0047] In one example, when no second contact information exists, the electronic device can directly determine whether the first contact information is in a restricted contact state. If the first contact information is not in a restricted contact state, the electronic device can directly use the first contact information to contact the target user. Otherwise, if the first contact information is in a restricted contact state, the electronic device can abandon the use of the first contact information and obtain contact information from the target user's contact information that has a lower priority than the first contact information to contact the target user, or obtain contact information from other users to contact other users.

[0048] In one example, the historical contact records of the second contact information can be stored in a pre-defined relational database. This relational database can store multiple user identifiers. Each user identifier corresponds to at least one contact information within a target user's information. That is, in this relational database, each row of data can include a contact information and the user identifier of the target user corresponding to that contact information. Each row of data in the relational database can also include the priority and historical contact records for each contact information. Each historical contact record can include at least one of the following: contact time, number of successful contacts, number of failed contacts, and total number of contacts. The electronic device can retrieve the historical contact records corresponding to the second contact information from the pre-defined relational database based on the second contact information.

[0049] In one example, the relational database may store a contact record table. This table includes historical contact records for each user's contact information, with each record containing information such as the contact time, number of successful contacts, number of failed contacts, and total number of contacts. An electronic device can use the target user's second contact information to detect and obtain multiple contact records in the relational database. The electronic device can then aggregate these multiple contact records to obtain the historical contact records for the second contact information. And / or, each contact record in the table may also include a user identifier. The electronic device can use the target user's user identifier to query the contact record table for multiple contact records corresponding to the target user's second contact information. The electronic device can then aggregate these multiple contact records to obtain the historical contact records for the second contact information. For example, the electronic device can aggregate the number of failed contacts from multiple contact records to obtain the number of failed contacts for the second contact information.

[0050] In another implementation, the relational database can store historical contact records for every contact information of each target user. When this contact information is used, the electronic device can update the historical contact record based on usage. For example, after using the contact information, the electronic device can record the contact time. When the contact fails, the electronic device can increment the contact failure count by 1.

[0051] In one example, the relational database can also store user information for all users. Each user's information may include at least one contact information, the priority of each contact, and historical contact records for each contact.

[0052] In one example, the user information stored in this relational database can be as follows: Figure 3 As shown in the diagram. The first column is the user identifier, used to uniquely identify a user. The second column is the contact information, which can be a mobile phone number. The third column is the priority, identified using characters. Columns four through six represent the number of successful contacts, the number of failed contacts, and the total number of contacts, respectively.

[0053] S103. Based on the historical contact records of the second contact information, determine whether the second contact information is in a restricted contact state.

[0054] In this embodiment, the electronic device may store preset restrictions. Alternatively, the electronic device may obtain the restrictions for the current application scenario from an upstream system. The electronic device can select corresponding parameters from the historical contact records based on the preset restrictions to determine whether the second contact information is in a restricted contact state.

[0055] In one example, the process by which the electronic device makes a judgment based on this constraint may include:

[0056] Step 1: Search a relational database using the target user's user identifier to obtain the target user's historical contact records for secondary contact information.

[0057] In this step, after obtaining the target user's information, the electronic device can retrieve a user identifier from that information. This user identifier uniquely identifies a user. The electronic device can then use this user identifier to search for historical contact records corresponding to each contact information of the target user in a relational database. Furthermore, the electronic device can also retrieve historical contact records corresponding to at least one of the target user's contact information, based on the second contact information. These historical contact records may include at least one of the following: contact time, number of successful contacts, number of failed contacts, and total number of contacts.

[0058] Step 2: Determine the total number of contacts for the second contact information based on the historical contact records of the second contact information.

[0059] In this step, the electronic device can obtain the total number of contacts from the historical contact records of the second contact information. This total number of contacts can be the total number of contacts made to the target user's information since its creation. Alternatively, the total number of contacts can also be the total number of contacts made to the second contact information within a preset time period.

[0060] Step 3: If the total number of contacts for the second contact information is greater than a preset threshold, then the second contact information is determined to be in a restricted contact state.

[0061] In this step, a preset threshold can be set in the restriction conditions. This preset threshold can be a count threshold. For example, the preset threshold can be 1 time. The electronic device can compare the preset threshold with the total number of contacts. If the total number of contacts for the second contact information is greater than the preset threshold, the electronic device can determine that the second contact information is in a restricted contact state. For example, when the electronic device determines that the total number of contacts for the second contact information is greater than 1, the electronic device can determine that the second contact information of the target user has been used and is restricted from further use. Therefore, the electronic device may need to use other contact information of the target user to contact the target user. Since the electronic device has already obtained the first contact information, it will use the first contact information to contact the target user. Otherwise, the electronic device can determine that the second contact information is not in a restricted contact state. When the second contact information is not in a restricted contact state, the electronic device will preferentially use the second contact information to contact the target user.

[0062] In another example, the process by which the electronic device makes a judgment based on this constraint may include:

[0063] Step 1: Obtain multiple contact times for the second contact information.

[0064] In this step, the electronic device can obtain multiple contact times from the historical contact records of the second contact information. These contact times can be all contact times between the target user and the target customer using the second contact information since the creation of the target user information. Alternatively, these contact times can be contact times between the target customer and the second contact information within a preset time period.

[0065] Step 2: Calculate the time interval between the most recent contact time and the current time among multiple contact times.

[0066] In this step, the electronic device can obtain the most recent contact time from the current time. Based on this contact time, the electronic device can determine the time interval between the current time and the previous time.

[0067] Step 3: Determine whether the time interval meets the first preset condition.

[0068] In this step, the electronic device can determine a first preset condition based on the constraints. This first preset condition may include a preset range of time intervals. The electronic device can determine whether the time interval meets the first preset condition. That is, the electronic device can determine whether the time interval is within the range provided by the first preset condition. For example, the first preset condition may be greater than 15 minutes. Then, when the time interval is 20 minutes, if it is greater than 15 minutes, it is determined that the interval time meets the first preset condition.

[0069] Step 4: If yes, determine the number of successful contacts, the number of failed contacts, and the total number of contacts corresponding to the second contact information.

[0070] In this step, if the time interval meets the first preset condition, the electronic device can continue to obtain the number of successful contacts, the number of failed contacts, and the total number of contacts from the historical contact records of the second contact information.

[0071] Step 5: Determine the correspondence between the number of successful contacts, the number of failed contacts, the total number of contacts, and the preset first number of successful contacts, the first number of failed contacts, and the first total number of contacts. When the correspondence meets the second preset condition, determine that the second contact information is in a restricted contact state.

[0072] In this step, the electronic device can also determine a preset number of successful first contacts, a preset number of failed first contacts, and a preset total number of first contacts. Optionally, these numbers can be determined based on constraints. Alternatively, they can also be determined based on the target user. For example, different numbers of successful first contacts, failed first contacts, and total first contacts can be assigned to users A, B, and C respectively.

[0073] Optionally, the number of successful first contacts, the number of failed first contacts, and the total number of first contacts can be determined according to the agent's settings. This setting can be completed through a configuration page. The configuration interface can include three input boxes, corresponding to "Number of successful first contacts," "Number of failed first contacts," and "Total number of first contacts," respectively. After the agent enters the configuration values ​​in these three input boxes, the configuration values ​​can be stored in Redis. The electronic device can retrieve the number of successful first contacts, the number of failed first contacts, and the total number of first contacts from Redis.

[0074] Optionally, the number of successful first contacts, the number of failed first contacts, and the total number of first contacts can also be determined based on the second contact information. For example, when the target user A includes contact information E, contact information F, and contact information G, these three pieces of contact information can correspond to different numbers of successful first contacts, the number of failed first contacts, and the total number of first contacts, respectively.

[0075] The electronic device can compare the number of successful contacts with the first number of successful contacts to determine their correspondence. It can also compare the number of failed contacts with the first number of failed contacts to determine their correspondence. Furthermore, it can compare the total number of contacts with the first total number of contacts to determine their correspondence. This correspondence can include three conditions: greater than, less than, or equal to. After determining these three correspondences, the electronic device can obtain a second preset condition from the limiting conditions. When these three correspondences satisfy the second preset condition, the electronic device can determine that the second contact information is in a restricted contact state.

[0076] In one implementation, the second preset condition can be that a preset number of the three corresponding relationships are greater than or equal to a certain number of other relationships. For example, the second preset condition can be that all three corresponding relationships are greater than or equal to a certain number of other relationships. Then, the electronic device can determine that the three corresponding relationships satisfy the second preset condition when it is determined that all three corresponding relationships are greater than or equal to a certain number of other relationships. Alternatively, the second preset condition can be that at least two corresponding relationships are greater than or equal to a certain number of other relationships. Then, the electronic device can determine that the three corresponding relationships satisfy the second preset condition when it is determined that at least two of the three corresponding relationships are greater than or equal to a certain number of other relationships.

[0077] In another implementation, the second preset condition can be used to specify one of the correspondences.

[0078] For example, the second preset condition can specify that the correspondence between the total number of contacts and the first total number of contacts is greater than or equal to. The electronic device can determine that the second preset condition is met when the correspondence between the total number of contacts and the first total number of contacts is greater than or equal to this value. When the first total number of contacts can be 2, if the total number of contacts is greater than or equal to 2, it indicates that the second preset condition is met. The electronic device can then determine that the second contact information is in a restricted contact state. This second preset condition can be configured through a configuration window.

[0079] For example, the second preset condition can specify that the correspondence between the number of failed contacts and the number of failed contacts is greater than or equal to the first number of failed contacts. The electronic device can determine that the second preset condition is met when the correspondence between the number of failed contacts and the first number of failed contacts is greater than or equal to the first number of failed contacts. When the first number of failed contacts can be 10, if the number of failed contacts for the second contact information is greater than or equal to 10, it indicates that the second contact information is in a connection-unreachable state. This state is equivalent to the second contact information being in a restricted contact state. Therefore, the electronic device can set the second contact information to be in a restricted contact state. In this case, the electronic device can prioritize using the first contact information to contact the target user.

[0080] In another example, the process by which the electronic device makes a judgment based on this constraint may include:

[0081] Step 1: Obtain the call duration of each successful contact.

[0082] In this step, since the contact information can be a phone number, the electronic device can obtain the call duration of each successful contact from the historical contact records of the second contact information.

[0083] Step 2: Determine the first number of successful calls with a duration greater than the preset duration and the second number of calls with a duration less than the preset duration based on the call duration.

[0084] In this step, the electronic device retrieves the preset duration from the constraints. The electronic device can compare the duration of each successful contact with the preset duration. It can also count the number of times the call duration exceeded the preset duration and the number of times it was less than the preset duration among all successful contacts. The preset duration can be determined based on experience. When the call duration is less than the preset duration, it can be considered that although a call was successfully established with the user, the user quickly and unilaterally ended the call. During this call, the content of the communication was not actually conveyed to the user. Therefore, although the contact was successful, it is an invalid contact, equivalent to a failed contact.

[0085] Step 3: Update the number of successful contacts to the second number of successful contacts, and update the number of failed contacts to the second number of failed contacts. The second number of successful contacts is the number of the first successful contacts, and the second number of failed contacts is the sum of the number of failed contacts and the number of successful contacts.

[0086] In this step, the electronic device can use the first number as the second successful contact count. The electronic device can determine the second contact failure count based on the second number and the sum of the number of failed contacts in the historical contact records of the second contact information.

[0087] Step 4: Calculate the first ratio of the number of successful second contacts to the number of successful first contacts, the second ratio of the number of failed second contacts to the number of failed first contacts, and the third ratio of the total number of contacts to the total number of first contacts.

[0088] In this step, the electronic device can obtain the first number of successful contacts, the first number of failed contacts, and the total number of first contacts from the constraints. The electronic device can also obtain the total number of contacts from the historical contact records of the second contact information. The electronic device can calculate the ratio of the second number of successful contacts to the first number of successful contacts and use this ratio as the first ratio. The electronic device can calculate the ratio of the second number of failed contacts to the first number of failed contacts and use this ratio as the second ratio. The electronic device can also calculate the ratio of the total number of contacts to the total number of first contacts and use this ratio as the third ratio.

[0089] Step 5: Determine the first weight corresponding to the first ratio, the second weight corresponding to the second ratio, and the third weight corresponding to the third ratio. Then, perform a weighted sum based on the first ratio, the second ratio, the third ratio, the first weight, the second weight, and the third weight to obtain the credit estimate of the target user.

[0090] In this step, the electronic device can determine the first weight corresponding to the first ratio, the second weight corresponding to the second ratio, and the third weight corresponding to the third ratio based on the first ratio, the second ratio, and the third ratio, respectively. The electronic device can also determine the first, second, and third weights based on the historical execution data of different services. The electronic device can then use the first ratio X, the second ratio Y, the third ratio Z, and the first weight α, the second weight β, and the third weight γ to perform a weighted summation to obtain the target user's credit estimate F. The specific calculation formula can be:

[0091] F=αX+βY+γZ

[0092] Step 6: If the target user's credit assessment meets the second preset condition, then the second contact information is determined to be in a restricted state.

[0093] In this step, the second preset condition can be a threshold range for credit valuation. The electronic device can compare the credit valuation obtained in step 5 with the threshold range in the second preset condition. If the credit valuation is within the threshold range, the target user's credit valuation meets the second preset condition. The electronic device can then determine that the second contact information is under restriction. Otherwise, if the credit valuation is not within the threshold range, the target user's credit valuation does not meet the second preset condition. The electronic device can then determine that the second contact information is not under restriction.

[0094] S104. If so, obtain the contact content for the target user. The contact content includes the target business type identifier related to the target business.

[0095] In this embodiment, when the electronic device determines that the second contact information is in a restricted contact state according to step S103, the electronic device can obtain contact content for the target user. This contact content may include a target service related to the contact content. The electronic device can obtain the target service type identifier corresponding to the target service from a preset relational database based on the target service. The target service may include services such as telemarketing and follow-up visits.

[0096] S105. Determine whether the current time is within the target contact time period based on the target business type identifier. The target contact time period is used to indicate the time period for contacting the target user based on the contact content.

[0097] In this embodiment, since one target user can correspond to multiple target services simultaneously, the electronic device can retrieve the target contact time period from a preset relational database based on the target service type identifier. For example, when the target service is a service callback, the target contact time period can be 9:00-12:00. This target contact time period represents the time period during which the target user is allowed to contact the specified contact content. The electronic device can determine whether the current time is within the target contact time period based on this target contact time period.

[0098] In one example, different target users can preset different target contact time periods. The electronic device can retrieve the corresponding target contact time period for each target user from a preset relational database based on that user information. For example, the target user can preset their available contact time period to be 11:00 AM to 2:00 PM.

[0099] In another example, the administrator can set the target contact time period through the settings interface. This configuration page can include a text reminder for the "Target Contact Time Period." Following this reminder, two input fields can be placed. These two input fields are used to enter the start and end times of the target contact time period.

[0100] In another example, the target contact time period can be determined based on the above examples. For instance, when the target contact time period is determined based on the target business and the target user, the target contact time period can be the intersection of 9:00-12:00 and 11:00-14:00, which is 11:00-12:00.

[0101] S106. If the current time is within the target contact time period, the contact content will be communicated to the target user through the first contact information.

[0102] In this embodiment, if the current time falls within the target contact time period, the electronic device can attempt to establish communication with the target user using the contact information in the first contact information. For example, when the contact information is a mobile phone number, the electronic device can dial the mobile phone number in the first contact information through an agent to call the first contact information and establish contact with the target user. After the electronic device establishes a communication connection with the target user through the contact information in the first contact information, the electronic device can inform the target user of the information in the contact content. For example, after the electronic device dials the contact's phone number, it can read out the contact content aloud to inform the contact, thereby making the target user aware of the contact content.

[0103] In one example, before informing the target user of the contact information via the first contact information, it is necessary to determine whether the first contact information is in the target's blacklist of contacts. Specific steps may include:

[0104] Step 1: If the current time is within the target time period, then find the preset mapping relationship between the target business type identifier and the blacklist contact information based on the target business type identifier, and determine the target blacklist contact information corresponding to the target business type identifier.

[0105] In this step, if the current time falls within the target contact time period, the electronic device can use the target service type identifier to query the target blacklist contact information corresponding to that identifier from a pre-defined relational database. There is a mapping relationship between the target service type identifier and the target blacklist contact information. Different service types can correspond to different blacklist contact information. When the target user information includes multiple contact information entries, these entries may appear in different blacklists. For example, when target user A includes contact information E and contact information F, the blacklist corresponding to service M stores contact information E, and the blacklist corresponding to service N stores contact information F. The target blacklist contact information includes at least one contact entry.

[0106] Step 2: Determine whether the first contact information is from the target blacklist.

[0107] In this step, the electronic device can determine whether the first contact information is in the target blacklist by matching it with the contact information in the target blacklist. If the first contact information is in the target blacklist, then the first contact cannot be used, and the electronic device will obtain the third contact information from the target customer information.

[0108] Step 3: If not, then inform the target user of the contact information through the first contact information.

[0109] In this step, if the first contact information is not in the blacklist, it means that the first contact information is not in the target blacklist. The electronic device can use the first contact information to inform the target user of the contact content.

[0110] In one example, when the electronic device is unable to contact the target user using the first contact information, it can also obtain third contact information and use that third contact information to contact the target user. The specific steps may include:

[0111] Step 1: Obtain the historical contact records of the first contact information.

[0112] In this step, the electronic device can retrieve the historical contact records of the first contact information from a preset relational database based on the first contact information.

[0113] Step 2: Determine whether the first contact information is in a restricted contact state based on the historical contact records of the first contact information.

[0114] In this step, the electronic device determines whether the first contact information is in a restricted contact state based on the historical contact records of the first contact information. This determination process is similar to the determination process of the second contact information in step S103, and will not be described again here.

[0115] Step 3: If so, obtain the third contact information, which has a lower priority than the first contact information, from at least one of the target user's contact information.

[0116] In this step, if the first contact information is in a restricted contact state, it means that the first contact information cannot be used. Therefore, the electronic device can obtain a third contact information with a priority no higher than the first contact information from at least one contact information in the target user information. For example, when the priority of the first contact information is second priority, and the target user information includes multiple contact information with a priority of second priority, the electronic device can select one contact information other than the first contact information from the contact information with a priority of second priority as the third contact information. As another example, when the priority of the first contact information is second priority, and the target user information only has the first contact information with a priority of second priority, the electronic device can select one contact information with a lower priority third priority as the third contact information.

[0117] Step 4: Contact the target user through third-party contact information.

[0118] In this step, the electronic device can contact the target user through this third contact information and inform the target user of the contact details.

[0119] In another example, when the third contact information is in a restricted contact state, the electronic device can continue to select new contact information based on the above example. The electronic device can use the newly selected contact information to contact the target user. It should be noted that when there is no contact information with a lower priority than the first contact information in the target user information, and the first contact information is in a restricted contact state, as are other contact information with a higher priority than the first contact information, then other users can be contacted.

[0120] The information processing method provided in this application allows an electronic device to acquire first contact information and, based on this first contact information, determine a target user and target user information for that target user. The target user information may include at least one contact information and the priority of each contact information. The electronic device can select a contact information with a higher priority than the first contact information from the target user information as a second contact information and acquire the historical contact records of the second contact information. The electronic device can determine whether the second contact information is in a restricted contact state based on the historical contact records of the second contact information. When the second contact information is in a restricted contact state, the electronic device can acquire contact content for the target user. This contact content includes a target service type identifier related to the contact content. The electronic device determines a target contact time period based on the target service type identifier. If the current time is within the target contact time period, the electronic device can use the first contact information to establish communication with the target user and inform the target user of the contact content. In this application, by adding restrictions on establishing communication, the possibility of frequent contact with the target user is avoided, reducing the communication resource consumption problem that may result from frequent contact with the target user, and improving the communication resource utilization rate of the call center.

[0121] Based on the above embodiments, in a scenario embodiment using a call center, the electronic device can contact the target user using the first contact information after determining it. After establishing communication with the target user using the first contact information, the electronic device can transfer the communication and the target user information to an agent through the call center. Alternatively, the electronic device can send the first contact information to an agent when it determines that the first contact information is available, so that the agent can contact the target user based on the first contact information. The specific process of the electronic device transferring the established communication and / or target user information to the agent may include the following steps:

[0122] Step 1: The electronic device obtains the seat information of each agent in the call center's agent set. Based on this information and a first condition, the electronic device can select some or all of the agents to form a first agent set. For example, when the electronic device does not need to select agents for a specific skill group, the first agent set can include all agents in the call center. When the electronic device needs to select agents for a target skill group, it can select all agents in that skill group to form the first agent set. Alternatively, when the electronic device has other requirements for the agents, it can select some or all of the agents to form the first agent set based on those requirements.

[0123] Step 2: The electronic device selects a target seat from the first set of seats based on preset conditions and seat information. During this selection process, the electronic device first selects idle seats from the first set to form a second set of seats. Next, it obtains the number of communications and total communication duration for each seat in the second set. The electronic device then calculates the work metrics for each seat in the second set based on preset weights, the number of communications, and the total communication duration. Specifically, the electronic device determines the weights of the number of communications and the total communication duration based on preset weights. Finally, the electronic device sorts the seats in the second set according to this work metric and selects the seat with the lowest work metric as the target seat. A higher work metric indicates that the corresponding seat has already completed a significant amount of work. To balance the workload of each seat, the electronic device can prioritize selecting seats with a smaller amount of completed work as target seats.

[0124] Step 3: The electronic device transfers the established communication and / or target user information to the agent and forwards it to the target agent.

[0125] Based on the above embodiments, the electronic device may include multiple judgment conditions. When all of these judgment conditions are selected, the judgment process can be as follows: Figure 4 As shown. When one of the judgment conditions triggers the call restriction, the electronic device will restrict the use of the first contact information to contact the target user. Otherwise, the electronic device will continue to execute subsequent judgments. Figure 4 As shown, this step may include:

[0126] Step 1: The electronic device can obtain the first contact information and the target user information. The target user information may include the historical contact records of various communication information of the target user.

[0127] Step 2: When the current time in the call information is within the target contact time period, determine that the first contact information is not in a restricted contact state.

[0128] In this step, the electronic device may store a target contact time period. This target contact time period is the period during which the first contact information can be used to contact the target user. If the current time is within the target contact time period, the electronic device determines that the first contact information is not in a restricted contact state. Otherwise, the electronic device determines that the first contact information is in a restricted contact state.

[0129] The call center within the electronic device can provide a configuration page for the target contact time period. Optionally, this configuration interface can be configured with a switch for conditional restrictions. When the switch is turned on, the electronic device will trigger the restriction conditions for the target contact time period between contacting the target user using the initial contact information.

[0130] Optionally, the target contact time period can be a "system-level target contact time period," a global variable uniformly set by the electronic device within the call center. Agents making outbound calls through this call center will be subject to this target contact time period. For example, when the target contact time period uniformly set by the call center is 10:00-22:00, the call center will only allocate first contact information and / or established communications to agents between 10:00 and 22:00. Optionally, the target contact time period can be a "skill group-level target contact time period," determined by the electronic device based on the business type. Each skill group corresponding to each business type will be subject to this target contact time period. For example, when the target contact time period is set to 09:00-18:00 based on the business type, agents under that skill group can only contact target users during the intersection of the "system-level target contact time period" and the "skill group-level target contact time period." That is, they can contact target users between 10:00 and 18:00; they cannot contact target users at other times. Optionally, the target contact time period can be set for user type. Optionally, the target contact time period can be set for each user.

[0131] Optionally, since the real-time requirements for the target contact time period are not high, this target contact time period can be stored in a database. The electronic device can obtain the information for this target contact time period upon confirming agent login, thus enabling the storage or retrieval of this data.

[0132] Step 3: When the first contact information is not in the preset blacklist, it is determined that the first contact information is not in a restricted contact state.

[0133] In this step, the electronic device may store a preset blacklist. The electronic device can automatically search to determine whether the first contact information is on the preset blacklist. If it is, the electronic device can further determine whether the current time is within the valid period of the preset blacklist number. If the current time is within the valid period, the first contact information will be in a restricted contact state. Otherwise, if the first contact information is not on the preset blacklist or is not within the valid period, the first contact information will not be in a restricted contact state. The valid period is the time period between the effective time and the expiration time of the blacklist number.

[0134] Optionally, different preset blacklists can be set for different upstream systems. The upstream system can push the data of the preset blacklist to the call center. The call center can store the information in the preset blacklist in the database and load it into Redis for easy data reading and processing.

[0135] Optionally, the electronic device can query whether the first contact information is in a preset blacklist before using it by calling an interface. This interface can be named / applyEncrypt. The electronic device can return the parameter "isDoNotCalldNumber": true. When the value of this parameter is true, it means that the first contact information has been added to the blacklist and is in a restricted contact state.

[0136] Step 4: When the contact frequency of the first contact information is less than or equal to the preset contact frequency, it is determined that the first contact information is not in a restricted contact state.

[0137] In this step, the electronic device stores a preset contact frequency. Optionally, this preset contact frequency can be a global preset contact frequency set by the call center. Optionally, this preset contact frequency can also be a preset contact frequency set according to user type. Optionally, this preset contact frequency can also be a preset contact frequency set according to service type. Optionally, this preset contact frequency can also be a preset contact frequency set according to the user.

[0138] Optionally, the configuration interface for the preset contact frequency can include two parameters. The first parameter is named `manualcall.limit.intercal.switch`. This first parameter acts as a comparison switch for the preset contact frequency. When this parameter is false, the electronic device will not need to compare the contact frequency of the first contact information with the preset contact frequency. When this parameter is true, the electronic device needs to compare the contact frequency of the first contact information with the preset contact frequency. The second parameter is named `manualcall.limit.intercal.timestamp`. This second parameter is used to set the interval between two contacts, i.e., the preset contact frequency. For example, the value of this preset contact frequency is 60000. The unit of this value is milliseconds. That is, when the electronic device uses the first contact information for the first time, it can obtain the last time the first contact information was used. The electronic device can determine the time interval from the last time to the current time. If this time interval is greater than 60000 milliseconds, the electronic device allows the contact state. Otherwise, the first contact information will be in a restricted contact state. Once the first contact information is used, the electronic device will record the time of use of the first contact information, regardless of whether communication is established with the target user.

[0139] Optionally, the usage time will be recorded in Redis. During recording, the initial contact information and its corresponding target user information can also be recorded simultaneously. The next time the same initial contact information is used, the electronic device can retrieve the previous usage time from Redis based on the initial contact information.

[0140] Step 5: When the number of contacts and / or the number of failed contacts in the user information on the same day are less than or equal to the first preset number, the first contact information is not in a restricted contact state.

[0141] In this step, the electronic device stores a first preset number of attempts. This first preset number of attempts can be set according to the number dimension. The number dimension can include the number of contacts, the number of failed contacts, the total number of contacts, etc. Each dimension can have a corresponding first preset number of attempts. The electronic device can obtain the historical contact records of the first contact information from the target user information. The historical contact records can include statistical values ​​of the number dimension, such as the number of contacts and / or the number of failed contacts on the same day. The electronic device can compare the statistical value of the first contact information with the first preset value of the corresponding number dimension to determine whether the statistical value is less than or equal to the first preset value. When it is less than or equal to the first preset value, it means that the number dimension has not reached its limit, and the first contact information is not in a restricted contact state. Otherwise, the electronic device can determine that the number dimension has reached its limit, and the first contact information will be in a restricted contact state.

[0142] Optionally, the configuration interface for this number dimension includes only one parameter, `manual.call.limit`. This parameter can include multiple key-value pairs. `unconnectedEnabled` indicates whether the first preset number of comparisons is enabled. When the key value is `unconnectedEnabled` and the value is `false`, it means the first preset number of comparisons is not enabled. Otherwise, when the value is `true`, it means the first preset number of comparisons is enabled. `unconnectedLimit` indicates the limit on the number of failed connections. For example, when this value is 100, the first preset number of failed connections is 100. The `manual.call.limit` parameter can also include key values ​​such as `connectedEnable`. Each key value corresponds to a number dimension.

[0143] Optionally, the electronic device will record the number of attempts and failed attempts, among other number-related dimensions, for this first contact in the historical contact record, and store these number dimensions in Redis. Regardless of the business type of the number, as long as the number is the same, the electronic device will accumulate the number of attempts and failed attempts.

[0144] Optionally, when the system enables the comparison of the first preset number of times, before using the first contact information, the electronic device will first query whether the number dimensions such as successful contact, failed contact, and total number of contacts have reached the upper limit set by the system.

[0145] Step 6: When the number of contacts for a skill group in the call information is less than or equal to the preset number of contacts for the skill group, it is determined that the first contact information is not in a restricted contact state.

[0146] In this step, the electronic device stores a preset number of contacts for each skill group. This preset number of contacts is set based on the actual situation of each skill group. It can be set according to skill group dimensions, such as the number of successful contacts, the number of failed contacts, and the total number of contacts. Each skill group dimension can correspond to a preset number of contacts. After obtaining the statistically obtained number of contacts for a skill group, the electronic device compares it with the preset number of contacts for the same skill group dimension. When the number of contacts for a skill group is less than or equal to the preset number of contacts, it indicates that the contact limit for that skill group in that dimension has not been reached. The electronic device can continue to use this first contact information to contact the target user. Otherwise, this first contact information will be in a restricted contact state.

[0147] Step 7: When the total number of contacts in the user information is less than or equal to the preset total number of contacts, determine that the first contact information is not in a restricted contact state. The preset total number of contacts is determined based on the user type.

[0148] In this step, the electronic device stores a preset total number of times the first contact information is received. This preset total number of times can be determined based on the user type. Specific steps may include:

[0149] Step 71: The electronic device determines the user type based on the target user information and the target service. The user type can be further subdivided based on the service type. For example, when the service type is service M, the user type can include Level 1 users, Level 2 users, Level 3 users, etc.

[0150] Step 72: The electronic device determines the preset total number of times for each user type.

[0151] Optionally, the user type can be determined based on the queue the user belongs to. For example, a Level 1 user can be stored in a queue starting with M1_, and a Level 2 user can be stored in a queue starting with M2_. Once a user enters a queue, the queue can be changed in a first-in, first-out (FIFO) manner based on the user's entry time. For example, if a Level 1 user has been in the queue for two months, they can leave the head of the queue starting with M1_ and move to the tail of the queue starting with M2_, becoming a Level 2 user.

[0152] Step 8: When the number of contacts within a preset time period in the user information is less than or equal to the second preset number of contacts, it is determined that the first contact information is not in a restricted contact state.

[0153] In this step, the electronic device stores a second preset number of contacts. This second preset number of contacts can be a preset number of contacts within a preset time period. This preset number of contacts within a preset time period limits the maximum number of times the electronic device can contact the same target user within that preset time period. For example, if the preset time period is 15 minutes and the maximum number of contacts is 2, the target user can only be contacted 2 times within 15 minutes. Before using the first contact information, the electronic device can check whether its usage count within the 15 minutes preceding the current time is greater than 2. If it is greater than 2, it is in a restricted contact state. Otherwise, the first contact information can be in a contactable state.

[0154] Step 9: If the first contact information has the highest priority, determine that the first contact information is not in a restricted contact state. If the priority of the first contact information is lower than the highest priority, and the target user's highest priority contact information is in a restricted contact state, determine that the first contact information is not in a restricted contact state.

[0155] In this step, after the electronic device acquires the first contact information, it can determine the priority of this first contact information. Priority can be ranked from highest to lowest as first priority, second priority, and third priority. After determining the priority of the first contact information, the electronic device first checks if it is first priority. If it is, the electronic device can determine that the first contact information is not in a restricted contact state. Otherwise, the electronic device needs to further determine whether the second contact information corresponding to the first contact information is in a restricted contact state. The second contact information is the contact information in the target user information with a higher priority than the first contact information. If the second contact information is in a restricted contact state, the first contact information is not in a restricted contact state. Otherwise, the first contact information will be in a restricted contact state.

[0156] Step 10: The electronic device can use the initial contact information to contact the target user. When the contact is successful, the electronic device increments the number of successful contacts in the historical contact record by 1. When the contact fails, the electronic device increments the number of failed contacts in the historical contact record by 1.

[0157] Figure 5 This application provides a schematic diagram of the structure of an information processing device according to an embodiment of the present application. Figure 5 As shown, the information processing device 10 of this embodiment is used to implement the operation corresponding to the electronic device in any of the above method embodiments. The information processing device 10 of this embodiment includes:

[0158] The acquisition module 11 is used to determine the target user corresponding to the first contact information based on the acquired first contact information, as well as the pre-stored target user information input by the target user. The target user information includes at least one contact information of the target user, and each contact information has a priority.

[0159] Processing module 12 is used to determine a second contact information with a higher priority than the first contact information, and the historical contact records of the second contact information. Based on the historical contact records of the second contact information, it determines whether the second contact information is in a restricted contact state. If so, it obtains the contact content for the target user, which includes a target service type identifier related to the contact content. Based on the target service type identifier, it determines whether the current time is within a target contact time period, which represents the time period for contacting the target user regarding the contact content. If the current time is within the target contact time period, the contact content is communicated to the target user through the first contact information.

[0160] In one example, the historical contact records of the second contact information are stored in a pre-defined relational database. The relational database stores multiple user identifiers, at least one contact information corresponding to each user identifier, and the priority and historical contact records of each contact information. Each historical contact record includes at least one of the following:

[0161] Contact time, number of successful contacts, number of failed contacts, total number of contacts.

[0162] In one example, processing module 12 is specifically used for:

[0163] By searching a relational database using the target user's user identifier, historical contact records of the target user's secondary contact information can be obtained.

[0164] Based on the historical contact records of the second contact information, determine the total number of contacts made by the second contact information.

[0165] If the total number of contacts in the second contact information exceeds a preset threshold, then the second contact information is determined to be in a restricted contact state.

[0166] In one example, processing module 12 is specifically used for:

[0167] Multiple contact times for obtaining second contact information.

[0168] Calculate the time interval between the most recent contact time and the current time from multiple contact times.

[0169] Determine whether the time interval meets the first preset condition.

[0170] If so, determine the number of successful contacts, the number of failed contacts, and the total number of contacts corresponding to the second contact information.

[0171] Determine the correspondence between the number of successful contacts, the number of failed contacts, the total number of contacts, and the preset first number of successful contacts, the first number of failed contacts, and the first total number of contacts. When the correspondence meets the second preset condition, determine that the second contact information is in a restricted contact state.

[0172] In one example, processing module 12 is specifically used for:

[0173] Get the call duration of each successful contact.

[0174] The number of successful connections is determined based on the call duration, specifically the first number of calls with a duration greater than the preset duration and the second number of calls with a duration less than the preset duration.

[0175] Update the number of successful contacts to the second number of successful contacts, and update the number of failed contacts to the second number of failed contacts. The second number of successful contacts is the number of the first successful contacts, and the second number of failed contacts is the sum of the number of failed contacts and the number of successful contacts.

[0176] Calculate the first ratio of the majority of successful second contacts to the majority of successful first contacts, the second ratio of the majority of failed second contacts to the majority of failed first contacts, and the third ratio of the total number of contacts to the total number of first contacts.

[0177] Determine the first weight corresponding to the first ratio, the second weight corresponding to the second ratio, and the third weight corresponding to the third ratio. Then, perform a weighted sum based on the first ratio, the second ratio, the third ratio, the first weight, the second weight, and the third weight to obtain the credit estimate of the target user.

[0178] If the target user's credit assessment meets the second preset condition, then the second contact information is determined to be in a restricted state.

[0179] In one example, processing module 12 is specifically used for:

[0180] If the current time falls within the target time period, the system will look up the preset mapping relationship between the target business type identifier and the blacklist contact information based on the target business type identifier, and determine the target blacklist contact information corresponding to the target business type identifier.

[0181] Determine whether the first contact information is from the target blacklist.

[0182] If not, the contact information will be communicated to the target user through the first contact information.

[0183] In one example, processing module 12 is also used for:

[0184] Retrieve historical contact records for primary contact information.

[0185] Based on the historical contact records of the first contact information, determine whether the first contact information is in a restricted contact status.

[0186] If so, then obtain the third contact information, which has a lower priority than the first contact information, from at least one of the target user's contact information.

[0187] Contact the target user through third-party contact information.

[0188] The information processing device 10 provided in this application embodiment can execute the above method embodiment. Its specific implementation principle and technical effect can be found in the above method embodiment, and will not be repeated here.

[0189] Figure 6 A schematic diagram of the hardware structure of an electronic device according to an embodiment of this application is shown. Figure 6 As shown, the electronic device 20 is used to implement the operation corresponding to the electronic device in any of the above method embodiments. The electronic device 20 in this embodiment may include: a memory 21 and a processor 22.

[0190] The memory 21 is used to store computer programs. The memory 21 may include high-speed random access memory (RAM) and may also include non-volatile memory (NVM), such as at least one disk storage device, and may also be a USB flash drive, external hard drive, read-only memory, disk or optical disc, etc.

[0191] Processor 22 is used to execute computer programs stored in memory to implement the information processing method in the above embodiments. For details, please refer to the relevant descriptions in the foregoing method embodiments. The processor 22 can be a Central Processing Unit (CPU), or other general-purpose processors, digital signal processors (DSPs), application-specific integrated circuits (ASICs), etc. A general-purpose processor can be a microprocessor or any conventional processor. The steps of the method disclosed in this invention can be directly implemented by a hardware processor, or implemented by a combination of hardware and software modules within the processor.

[0192] Alternatively, the memory 21 can be either standalone or integrated with the processor 22.

[0193] When the memory 21 is a device independent of the processor 22, the electronic device 20 may also include a bus 23. This bus 23 is used to connect the memory 21 and the processor 22. The bus 23 may be an Industry Standard Architecture (ISA) bus, a Peripheral Component Interconnect (PCI) bus, or an Extended Industry Standard Architecture (EISA) bus, etc. Buses can be categorized as address buses, data buses, control buses, etc. For ease of illustration, the buses shown in the accompanying drawings are not limited to a single bus or a single type of bus.

[0194] The electronic device provided in this embodiment can be used to execute the information processing method described above. Its implementation method and technical effect are similar, and will not be described again in this embodiment.

[0195] This application also provides a computer-readable storage medium storing a computer program, which, when executed by a processor, is used to implement the methods provided in the various embodiments described above.

[0196] The computer-readable storage medium can be a computer storage medium or a communication medium. A communication medium includes any medium that facilitates the transfer of a computer program from one location to another. A computer storage medium can be any available medium accessible to a general-purpose or special-purpose computer. For example, a computer-readable storage medium is coupled to a processor, enabling the processor to read information from and write information to the computer-readable storage medium. Of course, the computer-readable storage medium can also be a component of the processor. The processor and the computer-readable storage medium can reside in an Application Specific Integrated Circuit (ASIC). Alternatively, the ASIC can reside in a user equipment. Of course, the processor and the computer-readable storage medium can also exist as discrete components in a communication device.

[0197] Specifically, the computer-readable storage medium can be implemented by any type of volatile or non-volatile storage device or a combination thereof, such as Static Random-Access Memory (SRAM), Electrically Erasable Programmable Read-Only Memory (EEPROM), Erasable Programmable Read Only Memory (EPROM), Programmable Read-Only Memory (PROM), Read-Only Memory (ROM), magnetic storage, flash memory, magnetic disk, or optical disk. The storage medium can be any available medium accessible to general-purpose or special-purpose computers.

[0198] This application also provides a computer program product comprising a computer program stored in a computer-readable storage medium. At least one processor of the device can read the computer program from the computer-readable storage medium, and the at least one processor executes the computer program to cause the device to implement the methods provided in the various embodiments described above.

[0199] This application also provides a chip including a memory and a processor. The memory is used to store a computer program, and the processor is used to call and run the computer program from the memory, so that a device with the chip installed performs the methods described in the various possible implementations above.

[0200] In the several embodiments provided in this application, it should be understood that the disclosed apparatus and methods can be implemented in other ways. For example, the apparatus embodiments described above are merely illustrative; for instance, the division of modules is only a logical functional division, and in actual implementation, there may be other division methods. For example, multiple modules may be combined or integrated into another system, or some features may be ignored or not executed. Furthermore, the coupling or direct coupling or communication connection shown or discussed may be through some interfaces; the indirect coupling or communication connection between apparatuses or modules may be electrical, mechanical, or other forms.

[0201] The modules can be physically separate, for example, installed in different locations within a single device, installed on different devices, distributed across multiple network units, or distributed across multiple processors. Alternatively, the modules can be integrated, for example, installed in the same device, or integrated into a single codebase. The modules can exist in hardware form, software form, or a combination of both. This application can select some or all of the modules to achieve the objectives of this embodiment based on actual needs.

[0202] When the various modules are implemented as integrated software functional modules, they can be stored in a computer-readable storage medium. The aforementioned software functional modules, stored in a storage medium, include several instructions to cause a computer device (which may be a personal computer, server, or network device, etc.) or processor to execute some steps of the methods of the various embodiments of this application.

[0203] It should be understood that although the steps in the flowcharts of the above embodiments are shown sequentially according to the arrows, these steps are not necessarily executed in the order indicated by the arrows. Unless explicitly stated herein, there is no strict order restriction on the execution of these steps, and they can be executed in other orders. Moreover, at least some of the steps in the figures may include multiple sub-steps or multiple stages. These sub-steps or stages are not necessarily completed at the same time, but can be executed at different times, and their execution order is not necessarily sequential, but can be performed alternately or in turn with other steps or at least some of the sub-steps or stages of other steps.

[0204] Finally, it should be noted that the above embodiments are only used to illustrate the technical solutions of this application, and not to limit them. Although this application has been described in detail with reference to the foregoing embodiments, those skilled in the art should understand that modifications can still be made to the technical solutions described in the foregoing embodiments, or equivalent substitutions can be made to some or all of the technical features. These modifications or substitutions do not cause the essence of the corresponding technical solutions to deviate from the scope of the technical solutions of the embodiments of this application.

Claims

1. An information processing method, characterized in that, The method includes: The target user corresponding to the first contact information is determined based on the first contact information obtained, and the target user information input by the target user is pre-stored. The target user information includes at least one contact information of the target user, and each contact information has a priority. Identify a second contact information among the at least one contact information that has a higher priority than the first contact information, and the historical contact records of the second contact information; Based on the historical contact records of the second contact information, determine whether the second contact information is in a restricted contact state; If so, obtain the contact content for the target user, the contact content including the target service type identifier of the target service related to the contact content; Based on the target service type identifier, it is determined whether the current time is within the target contact time period, where the target contact time period is used to represent the time period during which the target user is contacted regarding the contact content. If the current time falls within the target contact time period, the contact content will be communicated to the target user through the first contact information.

2. The method according to claim 1, characterized in that, The historical contact records of the second contact information are stored in a preset relational database. The relational database stores multiple user identifiers, at least one contact information corresponding to each user identifier, and the priority and historical contact records of each contact information. Each historical contact record includes at least one of the following: Contact time, number of successful contacts, number of failed contacts, total number of contacts.

3. The method according to claim 2, characterized in that, Determining whether the second contact information is in a restricted contact state based on the historical contact records of the second contact information includes: By searching the relational database using the user identifier of the target user, the historical contact records of the target user's second contact information are obtained. Based on the historical contact records of the second contact information, determine the total number of contacts for the second contact information; If the total number of contacts in the second contact information exceeds a preset threshold, then the second contact information is determined to be in a restricted contact state.

4. The method according to claim 2, characterized in that, Determining whether the second contact information is in a restricted contact state based on the historical contact records of the second contact information includes: Obtain multiple contact times for the second contact information; Calculate the time interval between the most recent contact time and the current time among the multiple contact times; Determine whether the time interval meets the first preset condition; If so, determine the number of successful contacts, the number of failed contacts, and the total number of contacts corresponding to the second contact information; Determine the correspondence between the number of successful contacts, the number of failed contacts, the total number of contacts, and the preset first number of successful contacts, the first number of failed contacts, and the first total number of contacts. When the correspondence satisfies the second preset condition, determine that the second contact information is in a restricted contact state.

5. The method according to claim 4, characterized in that, The step of determining the correspondence between the number of successful contacts, the number of failed contacts, the total number of contacts, and a preset first number of successful contacts, the first number of failed contacts, and the first total number of contacts, and determining that the second contact information is in a restricted contact state when the correspondence satisfies a second preset condition, includes: Obtain the call duration of each successful contact; Based on the call duration, determine the first number of successful contact attempts with a call duration greater than a preset duration and the second number of successful contact attempts with a call duration less than the preset duration; The number of successful contacts is updated to the second number of successful contacts, and the number of failed contacts is updated to the second number of failed contacts, wherein the second number of successful contacts is the first number, and the second number of failed contacts is the sum of the number of failed contacts and the second number; Calculate a first ratio of the majority of successful second contacts to the number of successful first contacts, a second ratio of the number of failed second contacts to the number of failed first contacts, and a third ratio of the total number of contacts to the total number of first contacts; Determine the first weight corresponding to the first ratio, the second weight corresponding to the second ratio, and the third weight corresponding to the third ratio, and perform a weighted sum based on the first ratio, the second ratio, the third ratio, the first weight, the second weight, and the third weight to obtain the credit estimate of the target user; If the credit assessment of the target user meets the second preset condition, then the second contact information is determined to be in a restricted state.

6. The method according to claim 1, characterized in that, If the current time falls within the target contact time period, then informing the target user of the contact content through the first contact information includes: If the current time is within the target time period, then the preset mapping relationship between the target business type identifier and the blacklist contact information is found based on the target business type identifier, and the target blacklist contact information corresponding to the target business type identifier is determined. Determine whether the first contact information is contact information in the target blacklist; If not, the contact information will be communicated to the target user through the first contact information.

7. The method according to claim 1, characterized in that, The step of contacting the target user through the first contact information includes: Retrieve the historical contact records of the first contact information; Based on the historical contact records of the first contact information, determine whether the first contact information is in a restricted contact state; If so, then obtain a third contact information with a lower priority than the first contact information from at least one contact information of the target user; The target user is contacted through the third contact information.

8. An information processing device, characterized in that, The device, used in call centers, includes: The acquisition module is used to determine the target user corresponding to the first contact information based on the acquired first contact information, and the pre-stored target user information input by the target user, wherein the target user information includes at least one contact information of the target user, and each contact information in the at least one contact information has a priority. The processing module is configured to: determine a second contact information with a higher priority than the first contact information among the at least one contact information, and the historical contact records of the second contact information; determine whether the second contact information is in a restricted contact state based on the historical contact records of the second contact information; if so, obtain contact content for the target user, the contact content including a target service type identifier related to the contact content; determine whether the current time is within a target contact time period based on the target service type identifier, the target contact time period representing the time period for contacting the target user regarding the contact content; if the current time is within the target contact time period, inform the target user of the contact content through the first contact information.

9. An electronic device, characterized in that, The electronic device includes: a memory and a processor; the memory is used to store a computer program; the processor is used to implement the information processing method as described in any one of claims 1-7 according to the computer program stored in the memory.

10. A computer-readable storage medium, characterized in that, The computer-readable storage medium stores a computer program, which, when executed by a processor, is used to implement the information processing method as described in any one of claims 1-7.

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