Automatic outbound configuration method and apparatus

Abstract

The embodiment of the specification provides an automatic outbound call configuration method and device, wherein the automatic outbound call configuration method comprises the following steps: acquiring a configuration instruction for a target node in an automatic outbound call link; in response to the configuration instruction, acquiring first configuration information collected based on a configuration page of the target node, and performing configuration processing of a first outbound call strategy of the target node according to the first configuration information; determining a branch node of the target node in the automatic outbound call link according to the first configuration information; acquiring second configuration information collected for the branch node, and performing configuration processing of a second outbound call strategy of the branch node according to the second configuration information. The embodiment of the application can improve the flexibility and diversification of the automatic outbound call link configuration.

Description

Technical Field

[0001] This application relates to the field of outbound call configuration technology, and in particular to an automatic outbound call configuration method and apparatus. Background Technology

[0002] With the continuous development of internet technology, automated outbound calling has emerged. Automated outbound calling refers to a method of communicating with users through intelligent robots instead of human agents. As an important technology in the field of artificial intelligence, automated outbound calling has gradually matured and is widely used in numerous business scenarios across industries such as finance, insurance, education, and the internet. Before implementing automated outbound calling, configuration personnel need to configure the execution chain of the automated outbound calling system to instruct the intelligent robot to complete the communication with users. Therefore, how to better configure the execution chain of automated outbound calling has become a key focus. Summary of the Invention

[0003] In a first aspect, embodiments of this application provide an automatic outbound call configuration method, including:

[0004] Obtain configuration instructions for the target node in the automatic outbound call link;

[0005] In response to the configuration instruction, first configuration information collected from the configuration page of the target node is obtained, and the configuration processing of the first outbound call strategy of the target node is performed according to the first configuration information;

[0006] The target node is determined as a branch node in the automatic outbound call link based on the first configuration information;

[0007] Obtain the second configuration information collected for the branch node, and configure the second outbound call strategy of the branch node according to the second configuration information.

[0008] As can be seen from the embodiments of this application, in the process of configuring the target node in the automatic outbound call link, the first outbound call strategy of the target node is configured based on the first configuration information collected from the configuration page of the target node. Furthermore, based on the first configuration information, the branch node of the target node is determined, and the second configuration information collected for the branch node is obtained. The second outbound call strategy of the branch node is configured based on the second configuration information. In this way, the configuration of the automatic outbound call link is realized through the configuration of the target node and the branch node, making the configuration of the automatic outbound call link more flexible, thereby making the automatic outbound call link more diversified and differentiated, which helps to improve the outbound call efficiency and effectiveness in the outbound call processing process using the automatic outbound call link.

[0009] Secondly, embodiments of this application provide an automatic outbound call processing method, including:

[0010] According to the first outbound strategy of the target node in the automatic outbound call link, the script is broadcast; the automatic outbound call link is determined based on the user information of the outbound user.

[0011] Obtain the outbound call response information input by the outbound call user in response to the script broadcasting process;

[0012] Based on the outbound call response information, determine the branch node of the target node in the automatic outbound call link, and execute the second outbound call strategy of the branch node.

[0013] As can be seen, in this embodiment, according to the first outbound call strategy of the target node, the script broadcasting process is executed, and the outbound call response information input by the outbound call user after the script broadcasting process is obtained. The branch node of the target node is determined by using the outbound call response information, and the second outbound call strategy of the branch node is executed. In this way, the outbound call user is classified by the branch node, and differentiated conversation communication with the outbound call user is realized according to the classification result, thereby improving the effectiveness of conversation interaction.

[0014] Thirdly, embodiments of this application provide an automatic outbound call configuration device, comprising:

[0015] The configuration instruction acquisition module is used to acquire configuration instructions for target nodes in the automatic outbound call link;

[0016] The first strategy configuration module is used to respond to the configuration instruction, obtain first configuration information collected from the configuration page of the target node, and perform configuration processing of the first outbound call strategy of the target node according to the first configuration information.

[0017] A branch node determination module is used to determine the branch node of the target node in the automatic outbound call link based on the first configuration information;

[0018] The second strategy configuration module is used to acquire second configuration information collected for the branch node, and to configure the second outbound call strategy of the branch node according to the second configuration information.

[0019] Fourthly, embodiments of this application provide an automatic outbound call processing device, comprising:

[0020] The script broadcasting processing module is used to perform script broadcasting processing according to the first outbound strategy of the target node in the automatic outbound call link; the automatic outbound call link is determined according to the user information of the outbound user;

[0021] The response information acquisition module is used to acquire the outbound call response information input by the outbound call user in response to the script broadcasting process;

[0022] The outbound call strategy execution module is used to determine the branch node of the target node in the automatic outbound call link based on the outbound call response information, and to execute the second outbound call strategy of the branch node.

[0023] Fifthly, embodiments of this application provide an automatic outbound call configuration device, including: a processor; and a memory configured to store computer-executable instructions, which, when executed, cause the processor to perform the automatic outbound call configuration method described in the first aspect.

[0024] In a sixth aspect, embodiments of this application provide an automatic outbound call processing device, comprising: a processor; and a memory configured to store computer-executable instructions, which, when executed, cause the processor to perform the automatic outbound call processing method described in the second aspect.

[0025] In a seventh aspect, embodiments of this application provide a computer-readable storage medium for storing computer-executable instructions, which, when executed by a processor, implement the automatic outbound call configuration method as described in the first aspect.

[0026] Eighthly, embodiments of this application provide a computer-readable storage medium for storing computer-executable instructions, which, when executed by a processor, implement the automatic outbound call processing method as described in the second aspect. Attached Figure Description

[0027] To more clearly illustrate the technical solutions in the embodiments of 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 only some embodiments recorded in this specification. For those skilled in the art, other drawings can be obtained based on these drawings without creative effort.

[0028] Figure 1 A flowchart illustrating an automatic outbound call configuration method provided in this application embodiment;

[0029] Figure 2 A schematic diagram of an automatic outbound call link provided in an embodiment of this application;

[0030] Figure 3 A schematic diagram of a configuration page for a starting node provided in an embodiment of this application;

[0031] Figure 4 A schematic diagram of an intent node configuration page provided in an embodiment of this application;

[0032] Figure 5A schematic diagram of a configuration page for a routing node provided in an embodiment of this application;

[0033] Figure 6 This application provides a flowchart of an automatic outbound call configuration method for debt collection scenarios.

[0034] Figure 7 A flowchart of an automatic outbound call processing method provided in this application embodiment;

[0035] Figure 8 A flowchart illustrating an automatic outbound call processing method for a debt collection business scenario provided in this application embodiment;

[0036] Figure 9 A schematic diagram of an automatic outbound call configuration device provided in an embodiment of this application;

[0037] Figure 10 A schematic diagram of an automatic outbound call processing device provided in an embodiment of this application;

[0038] Figure 11 This application provides a schematic diagram of the structure of an automatic outbound call configuration device.

[0039] Figure 12 This is a schematic diagram of an automatic outbound call processing device provided in an embodiment of this application. Detailed Implementation

[0040] To enable those skilled in the art to better understand the technical solutions in the embodiments of this application, the technical solutions in the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only a part of the embodiments in this specification, and not all of the embodiments. Based on the embodiments of this application, all other embodiments obtained by those skilled in the art without creative effort should fall within the protection scope of this application.

[0041] This manual provides an example of an automatic outbound call configuration method:

[0042] In practical applications, when configuring automatic outbound call links, a single script is often configured for all users, or only one associated node is configured for each node, so that the associated node of the current node is executed after the current node is executed. This makes the nodes in the configured automatic outbound call links relatively simple, and the configured automatic outbound call links cannot be differentiated according to the actual application scenario.

[0043] To address this, in the configuration of target nodes and branch nodes in the automatic outbound call link, this embodiment, after obtaining the configuration instruction of the target node, performs the configuration processing of the first outbound call strategy of the target node based on the first configuration information collected from the configuration page of the target node. Further, it determines the branch nodes of the target node based on the first configuration information, obtains the second configuration information collected for the branch nodes, and performs the configuration processing of the second outbound call strategy of the branch nodes based on the second configuration information. Thus, by configuring the target node and branch nodes, the configuration of the automatic outbound call link is realized, making the configuration of the automatic outbound call link more flexible, thereby making the automatic outbound call link more diversified and differentiated, and ultimately helping to improve the outbound call efficiency and effectiveness in the outbound call processing using the automatic outbound call link.

[0044] Reference Figure 1 The automatic outbound call configuration method provided in this embodiment specifically includes steps S102 to S108.

[0045] Step S102: Obtain configuration instructions for the target node in the automatic outbound call link.

[0046] The automatic outbound call link described in this embodiment refers to the execution process of automatic outbound calls. Specifically, during the automatic outbound call processing, communication is conducted with the outbound user according to the automatic outbound call link. The automatic outbound call link is associated with a business category, which includes, but is not limited to: product marketing business, debt collection business, interview notification business, and user follow-up business. For example, product marketing business can be financial product marketing business, and debt collection business can be credit card bill collection business.

[0047] The automatic outbound call link includes the target node, wherein the target node includes an intent node and / or a routing node; in addition, the automatic outbound call link may also include other types of nodes, such as a start node, a normal node, a stop node and / or a timeout node; it should be noted that the type of node included in the automatic outbound call link and the number of any type of node can be one or more, and this embodiment does not make specific limitations.

[0048] In practice, to improve the completeness of target nodes in the automatic outbound call link, configuration personnel submit configuration instructions for target nodes in the automatic outbound call link according to actual business needs, so as to configure the target nodes; the automatic outbound call link is associated with the business type.

[0049] Step S104: In response to the configuration instruction, obtain the first configuration information collected from the configuration page of the target node, and perform configuration processing of the first outbound call strategy of the target node according to the first configuration information.

[0050] In the above step of obtaining configuration instructions for the target node in the automatic outbound call link, in response to the configuration instructions for the target node, the first configuration information collected from the configuration page of the target node is obtained, and the first outbound call strategy of the target node is configured based on the first configuration information.

[0051] In this embodiment, the first configuration information refers to the configuration information configured for the target node. The first configuration information includes the script content, intent item and / or model category identifier. In addition, the first configuration information may also include the node name and / or interruption identifier. The first outbound call strategy includes the strategy for making outbound calls to the target node, such as script playback rules, model input corresponding to the model category identifier, and model output corresponding to the model category identifier.

[0052] In practice, in response to the configuration command for the target node, the system obtains the first configuration information collected from the configuration page of the target node, and uses the first configuration information to configure the first outbound call strategy of the target node; in addition, the configuration page can also be a configuration pop-up window of the target node.

[0053] In practical applications, target nodes with branch nodes include intent nodes. These intent nodes are used to identify user intent. Outbound calling strategies can be configured for target nodes and their corresponding branch nodes, enabling better semantic understanding of user outbound call response information and timely feedback during automatic outbound calling, thus improving user experience. In one optional implementation of this embodiment, the target node includes an intent node; the first outbound calling strategy of the intent node consists of script playback rules, model input, and model output; during the configuration of the first outbound calling strategy of the target node based on the first configuration information, the following operations are performed:

[0054] Configure the speech delivery rules for the intent node according to the speech content in the first configuration information; the speech delivery rules include the speech delivery process and the speech delivery method;

[0055] The corresponding intent recognition model is determined based on the model category identifier in the first configuration information;

[0056] The model input of the intent recognition model is configured as the outbound call response information of the script content, the intent category is determined according to the intent item in the first configuration information, and the model output of the intent recognition model is associated with the intent category;

[0057] The script broadcasting methods include voice broadcasting and / or message broadcasting.

[0058] The outbound call response information includes the information of the outbound user's response to the broadcast script, and the script broadcasting process includes the script broadcasting order.

[0059] like Figure 4 As shown, the automatic outbound call link is an outbound call link for a debt collection business scenario. The intent node is used for identity authentication. The script content is "1. Are you #name (name)##gender (gender)#?" and "2. Sorry, I didn't hear you clearly. Could you please repeat it?" The script playback order (playing the first script first, then the second script) and the script playback method (voice playback) are configured for these two script contents. The corresponding identity authentication model is determined by the model category identifier "identity authentication model" in the first configuration information. The model input of the identity authentication model is configured as the outbound call response information. The intent item "customer himself / herself" is used as the first intent category, and the intent items "not himself / herself", "don't know him / her", and "know him / her but can't contact him / her" are used as the second intent category. The model output of the identity authentication model is associated with the first intent category and the second intent category.

[0060] It should be noted that the voice broadcasting is divided into two types: converting the spoken text into spoken terms for broadcasting or broadcasting based on the spoken text recording.

[0061] In addition to the dialogue content, intent items and / or model category identifier, the first configuration information may also include node name and interruption identifier; for example, the node name is "identity authentication" and the interruption identifier is "can be interrupted".

[0062] It should also be noted that variables can be added to the script content of each node in the automatic outbound call link in this embodiment. During the script playback process, the variables in the script content are obtained, the corresponding content of the variables is read from the user information according to the variables, the read content is used to replace the variables in the script content, and the replaced script content is processed for script playback, so as to realize the flexibility of script playback and meet various business scenarios.

[0063] Specifically, during the execution of the intent node, the script content in the first configuration information is processed according to the script broadcasting rules. Outbound call response information collected based on the script broadcasting processing is obtained. The outbound call response information is input into the intent recognition model for intent recognition, and the intent probability of the outbound call response information is output. The intent category is determined based on the intent probability. If the intent probability is greater than or equal to a preset probability threshold, the intent category of the outbound call response information is determined to be the first intent category. If the intent probability is less than the preset probability threshold, the intent category of the outbound call response information is determined to be the second intent category.

[0064] In addition to the intent node, the target node with branch nodes may also include a routing node. The routing node is used to classify outbound users based on user information and to broadcast different scripts to outbound users according to the classification results, thereby achieving differentiated conversational communication. In one optional implementation of this embodiment, the target node includes a routing node; the second outbound call strategy of the routing node consists of execution inputs and execution outputs of routing conditions; during the configuration processing of the first outbound call strategy of the target node according to the first configuration information, the following operations are performed:

[0065] Configure the execution input of the routing conditions in the first configuration information as user information;

[0066] The route category is determined based on the route entry in the second configuration information, and the execution output of the route condition is associated with the route category.

[0067] The routing conditions include criteria for classifying outbound call users based on user information, such as user gender, user age, and user financial transaction information. For example, the user information might be "credit card debt of 12 days".

[0068] For example, if the routing condition is "#debtDay(debt period)#>15", the execution input of the routing condition is configured as user information, the routing item "debt over 15 days" is determined as the first routing category, the routing item "debt within 15 days" is determined as the second routing category, and the execution output of the routing condition is associated with the first routing category and the second routing category.

[0069] Specifically, during the execution of the routing node, key information is extracted from the user information. This extracted key information is then input into the routing conditions for comparison. If the key information meets the routing conditions, the routing category is determined to be the first routing category. If the key information does not meet the routing conditions, the routing category is determined to be the second routing category.

[0070] In addition to the implementation methods of configuring the routing conditions' execution input and execution output in the above-mentioned process of configuring the first outbound call strategy of the target node based on the first configuration information, the following operations can also be performed during the process of configuring the first outbound call strategy of the target node based on the first configuration information:

[0071] Configure the model input of the routing model corresponding to the model category identifier in the first configuration information as user information;

[0072] The route category is determined based on the route item in the second configuration information, and the model output of the route model is associated with the route category.

[0073] like Figure 5 As shown, the routing model is "Credit Card Collection Model", the node name is "Debt Period", the model input of "Credit Card Collection Model" can be configured as user information, and the model output of "Credit Card Collection Model" can be configured as the routing category determined based on the routing item.

[0074] In addition, during the configuration process of the first outbound call strategy for the target node based on the first configuration information, the following operations can also be performed:

[0075] The model input of the routing model corresponding to the model category identifier in the first configuration information is configured as user information; the execution parameters of the routing model include the routing conditions in the first configuration information;

[0076] The route category is determined based on the route item in the second configuration information, and the model output of the route model is associated with the route category.

[0077] In practical applications, during the process of determining the intent category or route category at the target node, situations may arise where determination fails or cannot be achieved. To avoid repeatedly attempting intent category or route category determination when unsuccessful, wasting the caller's time and causing negative feedback, a timeout redirection condition can be configured during the target node configuration process. This condition is triggered when the number of timeouts at the target node exceeds a preset number, specifically when the number of failed intent category or route category determinations reaches a certain limit. In one optional implementation of this embodiment, the first outbound call strategy consists of a timeout redirection condition and a timeout redirection node. During the configuration process of the first outbound call strategy for the target node based on the first configuration information, the following operations are performed:

[0078] Configure the timeout redirection condition of the target node according to the preset timeout number in the first configuration information; the timeout redirection condition is triggered when the timeout number of the target node exceeds the preset timeout number;

[0079] The corresponding timeout node is determined based on the node identifier in the first configuration information, and the timeout node is configured as the timeout jump node of the target node when the timeout jump condition is triggered.

[0080] The timeout jump condition includes the conditions for jumping when a timeout occurs, such as a preset number of timeouts; the timeout jump node includes the node to which the target node will jump when the timeout jump condition is triggered, that is, when the timeout jump condition is triggered, the target node will jump to the timeout node.

[0081] In addition, a preset timeout number can be set for the automatic outbound call link. When the total timeout number of all nodes in the automatic outbound call link exceeds the preset timeout number, the call will jump from the current node to the timeout node. That is, when the automatic outbound call link is executed to the current node, the total timeout number exceeds the preset timeout number. In this case, the call will jump from the current node to the timeout node, which satisfies a variety of timeout jump setting scenarios.

[0082] In addition, to make the timeout redirection node setting more targeted, the target node's timeout redirection node can also be set to other types of nodes instead of a timeout node, such as the associated node of the target node in the automatic outbound call link, that is, when the automatic outbound call link is executed normally, the jump is from the target node to the associated node; in addition, to simplify the execution of the automatic outbound call link, the target node's timeout redirection node can also be set to a termination node.

[0083] Based on the configured timeout redirection conditions and redirection nodes for the target node, timeout script content collected for the timeout node can be obtained. This timeout script content is used for script playback processing at the timeout node. For example, the timeout script content is "This call has ended, thank you for answering." Simultaneously, script playback rules for the timeout node are configured according to the timeout script content to play the timeout script content according to the rules. In one optional implementation method provided in this embodiment, the following approach is performed during the configuration of the timeout node:

[0084] Obtain the timeout message content collected for the timeout node;

[0085] Configure the script broadcasting rules for the timeout node according to the timeout script content; the timeout script content is broadcast after jumping from the target node to the timeout node.

[0086] The script broadcasting rules include the script broadcasting process and the script broadcasting method; the script broadcasting process includes the script broadcasting order, and the script broadcasting method includes voice broadcasting and / or message broadcasting.

[0087] By setting a timeout node, if the number of times the target node determines the intent category or route category exceeds the preset timeout number, the caller will be redirected to the timeout node. This avoids long waiting times for outbound users, saves their time, and improves their user experience. The timeout node will also execute the script playback process.

[0088] Step S106: Determine the branch node of the target node in the automatic outbound call link based on the first configuration information.

[0089] In response to the configuration instructions of the target node, the first configuration information collected from the configuration page of the target node is obtained, and the first outbound call strategy of the target node is configured using the first configuration information. In this step, the branch node of the target node in the automatic outbound call link is determined based on the first configuration information. Specifically, in the process of determining the branch node, the intent item in the first configuration information is used for determination.

[0090] In practical implementation, to achieve differentiated broadcasts to outbound users and to realize diversified and comprehensive node configurations, making the automatic outbound calling link more closely suited to the actual needs of outbound users, this embodiment introduces branch nodes of the target node. These branch nodes facilitate differentiated conversational communication with outbound users. In one optional implementation of this embodiment, during the process of determining the branch node of the target node in the automatic outbound calling link based on the first configuration information, the following operations are performed:

[0091] The intent category is determined based on the intent item in the first configuration information;

[0092] The branch nodes of the target node are determined based on the intent category.

[0093] In addition to the above-mentioned implementation method of determining the intent category using intent items and determining the branch node based on the intent category, the following operation can also be performed in the process of determining the branch node of the target node in the automatic outbound call link based on the first configuration information: determining the branch node of the target node based on the intent category in the first outbound call strategy of the target node.

[0094] Step S108: Obtain the second configuration information collected for the branch node, and configure the second outbound call strategy of the branch node according to the second configuration information.

[0095] The above-mentioned branch node of the target node in the automatic outbound call link is determined according to the first configuration information. Specifically, the branch node of the target node is determined according to the intent item in the first configuration information. In this step, the second outbound call strategy of the branch node is configured by obtaining the second configuration information of the branch node. Through the set branch node, differentiated conversation communication with outbound users can be realized to meet the diversified needs of outbound users.

[0096] In this embodiment, a branch node refers to a node with branches. The branch node may include routing nodes, ordinary nodes, and termination nodes. Therefore, the node type and number of the branch node are not specifically limited here, but are determined according to the actual application requirements.

[0097] The second configuration information refers to the configuration information configured for the branch node; if the branch node includes a routing node, the second configuration information includes routing conditions and / or routing entries; if the branch node includes a regular node, the second configuration information includes dialogue content; if the branch node includes a termination node, the second configuration information includes dialogue content; that is, the second configuration information includes routing conditions, routing entries, and / or dialogue content.

[0098] The second outbound call strategy includes strategies for making outbound calls at branch nodes, such as script broadcasting rules, execution inputs for routing conditions, and execution outputs for routing conditions.

[0099] In practical implementation, the node type of the branch node is not fixed and is determined according to actual application requirements. To achieve comprehensive configuration of the branch node and enable timely and effective feedback based on the outbound user's response during the conversation, thereby improving the effectiveness of automatic outbound calling, when the branch node includes a routing node, the outbound calling strategy of the routing node is configured according to the configuration information of the routing node. Based on the above-mentioned target node including intent nodes and outbound calling strategy configuration for intent nodes, in an optional implementation provided in this embodiment, the branch node includes a routing node; the second outbound calling strategy of the routing node consists of execution input and execution output of routing conditions; during the configuration process of the second outbound calling strategy of the branch node according to the second configuration information, the following operations are performed:

[0100] Configure the execution input of the routing conditions in the second configuration information as user information;

[0101] The route category is determined based on the route entry in the second configuration information, and the execution output of the route condition is associated with the route category.

[0102] The routing conditions include criteria for classifying outbound call users based on user information, such as user gender, user age, and user financial transaction information. For example, the user information might be "credit card debt of 12 days".

[0103] For example, if the routing condition is "#debtDay#>15", the execution input of the routing condition is configured as user information, the routing item "overdue payment for more than 15 days" is determined as the first routing category, the routing item "overdue payment within 15 days" is determined as the second routing category, and the execution output of the routing condition is associated with the first routing category and the second routing category.

[0104] Specifically, during the execution process, after the intent node is completed, it jumps to the branch node, i.e. the routing node. Under the routing node, key information is extracted from the user information. The extracted key information is input into the routing conditions for comparison. If the key information meets the routing conditions, the routing category is determined to be the first routing category. If the key information does not meet the routing conditions, the routing category is determined to be the second routing category.

[0105] It should be noted that the branch nodes of the target node may include routing nodes. During the configuration process of the second outbound call strategy of the branch node according to the second configuration information, the following operations are performed: the execution input of the routing conditions in the second configuration information is configured as user information; the routing category is determined according to the routing item in the second configuration information; and the execution output of the routing conditions is associated with the routing category.

[0106] In addition to the above-mentioned implementation method where branch nodes include routing nodes, branch nodes may also include termination nodes, i.e., after the intent node is executed, the user jumps to the termination node. Based on the above-mentioned target node including the intent node and the outbound call strategy configuration for the intent node, in an optional implementation provided in this embodiment, the branch node includes a termination node; the second outbound call strategy of the termination node consists of script broadcasting rules; during the configuration process of the second outbound call strategy of the branch node according to the second configuration information, the following operation is performed: configure the script broadcasting rules of the termination node according to the script content in the second configuration information.

[0107] It should be noted that the branch nodes of the target node may include the termination node. During the process of configuring the second outbound call strategy of the branch node according to the second configuration information, the following operation is performed: configure the script broadcasting rules of the termination node according to the script content in the second configuration information.

[0108] In addition, based on the aforementioned target node including a routing node and the outbound call strategy configuration for that routing node, the branch nodes of that routing node include ordinary nodes; that is, after executing the routing node, the process jumps to an ordinary node. In an optional implementation provided in this embodiment, the branch nodes include ordinary nodes; the second outbound call strategy of the ordinary node consists of a script broadcast process and a script broadcast method; during the configuration process of the second outbound call strategy of the branch node according to the second configuration information, the following operations are performed:

[0109] Configure the script broadcasting process of the ordinary node and the script broadcasting method of the ordinary node according to the script content in the second configuration information.

[0110] The script delivery process here includes the order of script delivery; the script delivery method includes voice delivery and / or message delivery.

[0111] In addition, if the target node includes an intent node or a routing node, a configuration instruction for the target node in the automatic outbound call link is obtained; in response to the configuration instruction, first configuration information collected from the configuration page of the target node is obtained, and a first outbound call strategy configuration is performed on the target node according to the first configuration information; the branch node of the target node in the automatic outbound call link is determined according to the first configuration information; second configuration information collected for the branch node is obtained, and a second outbound call strategy configuration is performed on the branch node according to the second configuration information.

[0112] In the specific execution process, to improve the communication experience for outbound users, a starting node can be set in the automatic outbound call link. Specifically, starting script content is added to the starting node for broadcasting after the automatic outbound call link is activated. The starting script content includes a message identifying the user, for example, "Hello, this is the intelligent customer service center." In one optional implementation of this embodiment, the following operations are performed during the configuration of the starting node:

[0113] Obtain the initial dialogue content collected for the starting node;

[0114] Configure the speech broadcasting rules of the starting node according to the starting speech content.

[0115] The initial script content refers to the script content broadcast at the starting node; the script broadcasting rules include the script broadcasting process and / or the script broadcasting method, the script broadcasting process includes the script broadcasting order, and the script broadcasting method includes voice broadcasting and / or message broadcasting.

[0116] like Figure 3 As shown, the dialogue type is TTS (Text To Speech), which means that the initial dialogue content is stored in the form of text. During the dialogue broadcasting process, the initial dialogue text is converted into the initial dialogue audio for broadcast. The node name of the starting node is "Opening Remarks".

[0117] Specifically, during the initial stage of executing the automatic outbound call strategy, the initial script content is processed according to the script broadcasting rules.

[0118] In addition, during the configuration of the starting node, the following operations can also be performed: obtain the starting script content collected for the starting node; configure the script broadcasting rules of the starting node according to the starting script content; configure the target node as an associated node of the starting node so that when the automatic outbound call link is executed, the caller jumps from the starting node to the target node; specifically, the starting node and the target node are associated, and when the automatic outbound call link is executed, the caller jumps from the starting node to the target node according to the association between the starting node and the target node.

[0119] In addition, steps S102 to S108 can be replaced by: if the target node includes an intent node or a routing node, obtaining a configuration instruction for the target node in the automatic outbound call link; in response to the configuration instruction, obtaining first configuration information collected based on the configuration page of the target node, and configuring a first outbound call strategy for the target node according to the first configuration information; determining a branch node of the target node in the automatic outbound call link according to the first configuration information; obtaining second configuration information collected for the branch node, and configuring a second outbound call strategy for the branch node according to the second configuration information.

[0120] In this embodiment, the configuration of the automatic outbound call link is performed by a visual configuration tool for the automatic outbound call link. The visual configuration tool can be configured on a local terminal device so that the configuration personnel can configure each node in the automatic outbound call link through the visual configuration tool. In addition, the visual configuration tool can also be deployed on any server node in the server cluster. At the same time, the visual configuration tool is also configured with an access interface for link configuration so that each node in the automatic outbound call link can be configured through the access interface.

[0121] The visual configuration tool for automated outbound calling links can include modules for business type management, script management, intent model management, intent category management, corpus management, and question-and-answer management.

[0122] The business type management module is used to manage the stored business types. Each automatic outbound call link can be associated with one business type, that is, each automatic outbound call link corresponds to a business scenario. In the business type management module, business types can be added, deleted, modified, and queried (hereinafter referred to as CRUD operations).

[0123] The script management module is used to manage the scripts broadcast to users, and can add, delete, modify, and query scripts.

[0124] During the configuration of the script, the script identifier, service type, script content, and script type can be configured. The script type includes message, recording, and / or text. In practical applications, when the script text is short, the script type can be configured as text. During the script playback, the script text is converted into the script audio in real time and then played to the user. When the script text is long, the time spent on real-time conversion is long, and the conversation with the user may be interrupted. Therefore, in order to save time and improve the smoothness of the conversation, the script text can be converted into a recording in advance. During the script playback, the recording can be played directly to the user.

[0125] In addition, the script type can also be configured as a message, such as a short message, which can send the configured script content to the user in the form of a message; for example, if the user does not hear clearly after the voice broadcast, the debt situation can be sent to the user via short message to improve the user's interactive experience.

[0126] The intent model management module is used to manage intent recognition models, and allows for adding, deleting, modifying, and querying intent recognition models.

[0127] The intent category management module is used to manage intent categories, and can perform CRUD operations on intent categories.

[0128] The corpus management module is used to manage corpora, which refers to pre-set possible user response information. The module allows for adding, deleting, modifying, and querying corpora. The more corpora added, the richer the content, the better the understanding of user responses, and the smoother the communication with users.

[0129] It should be noted that each intent recognition model is associated with an intent category and a corpus. After obtaining the user's response information, the intent recognition model compares the response information with the corpus. If the response information has a corresponding corpus, the corpus is matched with the intent category, and the intent category of the user's response information is determined based on the matching result.

[0130] The question and answer management module is used to manage related intent categories and dialogue content, and allows for adding, deleting, modifying, and querying related intent categories and dialogue content.

[0131] Specifically, in the process of associating intent categories and dialogue content in the question-and-answer management module, the following operations are performed: add intent categories and corresponding dialogue content in the question-and-answer management module;

[0132] The intent category and the script content are bound to the automatic outbound call link so that if the intent category determined based on the outbound call response information fails to match the intent category of the target node but successfully matches the intent category in the question and answer management module, the script content corresponding to the intent category in the question and answer management module is used for script playback.

[0133] In actual automated outbound calling, users may ask reasonable questions, i.e., inquiries for information. For example, in financial product marketing, after introducing a financial product to a user, if the user asks about the purchase method, a correct answer must be provided. In this case, the system queries the corresponding intent category based on the user's inquiry. If the queried intent category fails to match the intent category of the target node but successfully matches the intent category in the question-and-answer management module, the system reads the corresponding script content from the intent category in the question-and-answer management module and reads the script aloud. This satisfies various user needs and improves the user experience.

[0134] The above details the visualization configuration tool for automatic outbound call links. Configuration personnel can use the tool to configure automatic outbound call links for any business type, satisfying link configuration requirements for various outbound call scenarios. It has a low barrier to entry and high flexibility.

[0135] The following example uses an automatic outbound call configuration method provided in this embodiment in a debt collection business scenario, combined with the appendix. Figure 2 and attached Figure 6 The automatic outbound call configuration method for debt collection scenarios provided in this embodiment will be further explained below. Figure 6 The automatic outbound call configuration method applied to debt collection business scenarios includes the following steps.

[0136] Step S602: Obtain the configuration instruction for the starting node in the automatic outbound call link; in response to the configuration instruction, obtain the starting script content collected for the starting node, and configure the script broadcasting rules for the starting node according to the starting script content.

[0137] The script broadcasting rules include the script broadcasting process and / or script broadcasting methods; the script broadcasting methods include voice broadcasting and / or message broadcasting.

[0138] like Figure 2 The diagram shown is a schematic of an automatic outbound call link. The starting message content of the starting node is "Message 1: Opening Remarks". The node name of the starting node is "Opening Remarks". The message broadcasting rules for the starting message content "Message 1: Opening Remarks" are configured.

[0139] Step S604: Obtain intent configuration information collected for intent nodes in the automatic outbound call link, and configure the script broadcasting rules for intent nodes according to the script content in the intent configuration information.

[0140] Step S606: Determine the corresponding intent recognition model based on the model category identifier in the intent configuration information, and configure the model input of the intent recognition model as outbound call response information of the dialogue content.

[0141] Step S608: Determine the intent category based on the intent item in the intent configuration information, and associate the model output of the intent recognition model with the intent category.

[0142] like Figure 2 As shown, the node name of the intent node is "Identity Authentication", and the script content of the intent node is "Script 1: Identity Authentication; Script 2: Identity Authentication 2". That is, the intent node is configured with two script contents. The script playback order and script playback method of the two script contents "Script 1: Identity Authentication; Script 2: Identity Authentication 2" are configured. The intent categories of the intent node include "Customer" and "Not Customer".

[0143] Step S610: Determine the branch node of the intent node in the automatic outbound call link based on the intent configuration information.

[0144] Step S612: If the branch node is a routing node, obtain the routing configuration information collected for the routing node, and configure the execution input of the routing conditions in the routing configuration information as user information.

[0145] Step S614: Determine the route category based on the route entries in the route configuration information, and associate the execution output of the route conditions with the route category.

[0146] like Figure 2 As shown, the node name of the routing node is "Debt Period", the routing condition is "#debtDay#>15", the execution input of the routing condition is configured as user information, the routing categories include "Debt Over 15 Days" and "Debt Within 15 Days", and the execution output of the routing condition is associated with the routing categories "Debt Over 15 Days" and "Debt Within 15 Days".

[0147] Step S616: Determine the branch node of the routing node in the automatic outbound link based on the routing configuration information.

[0148] Step S618: If the branch node is a normal node, obtain the normal configuration information collected for the normal node, and configure the script broadcasting rules for the normal node according to the script content in the normal configuration information.

[0149] like Figure 2As shown, the routing node has two branch nodes, which are ordinary nodes. One ordinary node is named "Overdue for more than 15 days" and its message content is "Message 1: Overdue for more than 15 days message". The other ordinary node is named "Overdue for less than 15 days" and its message content is also "Message 1: Overdue for less than 15 days message". Configure the message broadcast rules for the two ordinary nodes. The two ordinary nodes are associated with the same ordinary node named "Remind to repay" and its message content is "Message 1: Remind to repay".

[0150] Step S620: If the branch node is a termination node, obtain the termination configuration information collected for the termination node, and configure the speech broadcasting rules for the termination node according to the speech content in the termination configuration information.

[0151] like Figure 2 As shown, the termination node is a branch node of the intent node, and the termination node is associated with a regular node b named "Remind Repayment". The node name of the termination node is "End", and the message content of the termination node is "Message 1: Closing Remarks". Configure the message broadcasting rules for the message content of the termination node.

[0152] also, Figure 2 The system also includes a timeout node. If the number of timeouts at the intent node or route node exceeds the preset number, the user will be redirected to the timeout node. The timeout node is named "Timeout Ended" and its message is "Message 1: Closing Remarks". The system also allows configuration of the message playback rules for the timeout node.

[0153] Step S622: Associate the ordinary node with the termination node.

[0154] This specification provides an example of an automatic outbound call processing method:

[0155] In practical applications, the same script is often played for all users during the automatic outbound call process, which fails to achieve differentiated conversational communication with outbound users and results in poor flexibility of automatic outbound call processing.

[0156] To address this, and to achieve flexibility in automatic outbound call processing, the first outbound call strategy of the target node is followed by script playback processing. The outbound call response information input by the outbound user after the script playback processing is obtained. This outbound call response information is used to determine the branch node of the target node, and the second outbound call strategy of the branch node is executed. In this way, the outbound users are classified using the branch node, and differentiated conversational communication is achieved based on the classification results, thereby improving the effectiveness of conversational interaction.

[0157] Reference Figure 7The automatic outbound call processing method provided in this embodiment specifically includes steps S702 to S706.

[0158] Step S702: Perform script playback processing according to the first outbound strategy of the target node in the automatic outbound call link.

[0159] The automatic outbound call link is determined based on the user information of the outbound user.

[0160] The automatic outbound call link described in this embodiment refers to the execution process of automatic outbound calls. Specifically, during the automatic outbound call processing, communication with users is conducted according to the automatic outbound call link. The automatic outbound call link is associated with a business category, which includes, but is not limited to: product marketing business, debt collection business, interview notification business, and user follow-up business. For example, product marketing business can be financial product marketing business, and debt collection business can be credit card bill collection business.

[0161] The outbound call user includes the object to be called; the automatic outbound call link includes the target node, wherein the target node includes an intent node and / or a routing node; in addition, the automatic outbound call link may also include other types of nodes, such as a start node, a normal node, a stop node and / or a timeout node; it should be noted that the type of node included in the automatic outbound call link and the number of any type of node can be one or more, and this embodiment does not make specific limitations.

[0162] The first outbound call strategy includes strategies for making outbound calls at the target node, such as script broadcasting rules, model input corresponding to the model category identifier, and model output corresponding to the model category identifier.

[0163] The user information refers to information related to the outbound call user, including gender, age, financial transaction information, etc., such as user information "credit card debt of 12 days".

[0164] In practice, based on the first outbound strategy of the target node in the automatic outbound call link, the target node's script playback processing is executed. This first outbound strategy includes script playback rules, namely the script playback flow and method. Script playback is performed according to these rules, such as following a voice playback method and sequence. Prior to this, if the automatic outbound call link for the user can be determined, the business category is determined based on the user information, and the automatic outbound call link is determined based on the business category. For example, based on the user information "credit card debt 12 days," the business category is determined to be "collection business," and the automatic outbound call link associated with "collection business" is determined as the automatic outbound call link to call the user.

[0165] For example, the automatic outbound call link is an outbound call link in the debt collection business scenario. The target node is the intent node, which is used for identity authentication. The script content is "1. Are you #name##gender#?" and "2. I'm sorry, I didn't hear you clearly. Could you repeat it?" According to the outbound call strategy of the intent node, the script content 1 "Are you #name##gender#?" is played first.

[0166] It should be noted that variables can be added to the script content of each node in the automatic outbound call link in this embodiment. During the script playback process, the variables in the script content are obtained, the corresponding content of the variables is read from the user information according to the variables, the read content is used to replace the variables in the script content, and the replaced script content is processed for script playback, so as to realize the flexibility of script playback and meet various business scenarios.

[0167] Step S704: Obtain the outbound call response information input by the outbound call user in response to the script broadcast processing.

[0168] The above-mentioned automatic outbound call link determines the automatic outbound call link based on the first outbound call strategy of the target node in the automatic outbound call link, and executes the script broadcasting process according to the first outbound call strategy of the target node in the automatic outbound call link. In this step, the outbound call response information input by the outbound call user in response to the script broadcasting process is obtained.

[0169] The outbound call response information described in this embodiment includes the information of the outbound user's response to the broadcast script.

[0170] Following the previous example, based on the outbound call strategy of the intent node, the script content 1 "Are you #name##gender#?" is processed for script content 1. User u inputs the outbound call response information "Yes".

[0171] Step S706: Determine the branch node of the target node in the automatic outbound call link based on the outbound call response information, and execute the second outbound call strategy of the branch node.

[0172] The above-mentioned outbound call response information for the caller's scripted broadcast processing input is obtained. In this step, the outbound call response information is used to determine the branch node of the target node in the automatic outbound call link, and the second outbound call strategy of the branch node is executed. This achieves differentiated broadcasting to the caller, which is more in line with the actual needs of the caller. Differentiated conversational communication is conducted with the caller through the branch node.

[0173] In specific implementation, when the target node includes an intent node, the branch node of the intent node is determined based on the outbound call response information. In one optional implementation provided in this embodiment, the target node includes an intent node; correspondingly, in the process of determining the branch node of the target node in the automatic outbound call link based on the outbound call response information, the following operations are performed:

[0174] The outbound call response information is input into the intent recognition model to calculate the intent probability, and the intent probability of the outbound call response information is output.

[0175] The intent category is determined based on the intent probability, and the branch node is determined based on the intent category.

[0176] Specifically, the intent node is configured with an intent recognition model. The outbound call response information is input into the intent recognition model to calculate the intent probability of the outbound call response information. If the intent probability is greater than or equal to a preset probability threshold, the intent category of the outbound call response information is determined to be the first intent category, and the branch node corresponding to the first intent category is determined. If the intent probability is less than the preset probability threshold, the intent category of the outbound call response information is determined to be the second intent category, and the branch node corresponding to the second intent category is determined.

[0177] In addition, during the process of determining the branch node of the target node in the automatic outbound call link based on the outbound call response information, the outbound call response information can be matched with the preset corpus, and the associated intent category can be found based on the preset corpus obtained by matching; it can be determined whether the searched intent category matches the intent category of the intent node; if they match, the branch node is determined based on the intent category of the intent node; if they do not match, the script content corresponding to the searched intent category is read and the script is broadcast.

[0178] If the target node includes an intent node, the branch nodes of the intent node may include routing nodes or termination nodes. During the execution of the second outbound call strategy of the branch node, if the branch node includes a routing node, the key information in the user information is extracted and the extracted key information is input into the routing conditions for condition comparison. If the key information meets the routing conditions, the routing category is determined to be the first routing category. If the key information does not meet the routing conditions, the routing category is determined to be the second routing category.

[0179] If a branch node includes a termination node, then the script will be broadcast based on the script content of the termination node.

[0180] In addition, during the execution of the outbound call policy of the routing node, key information can be extracted from the user information; the key information is input into the routing conditions configured in the routing node for condition comparison; the routing category is determined based on the condition comparison result, and the branch node corresponding to the routing category is determined.

[0181] It should be noted that the automatic outbound call link can be configured before execution. Specifically, during the configuration process, each node in the automatic outbound call link can be flexibly configured.

[0182] In practice, during the configuration of the target node in the automatic outbound call link, the configuration instructions of the target node are obtained. In response to the configuration instructions, the first configuration information collected from the configuration page of the target node is obtained, and the configuration processing of the first outbound call strategy of the target node is performed according to the first configuration information. In addition, the configuration page can also be the configuration pop-up window of the target node.

[0183] The first configuration information refers to the configuration information configured for the target node, which includes the script content, intent items and / or model category identifier; the first outbound call strategy includes the strategy for making outbound calls to the target node, such as script broadcasting rules, model input corresponding to the model category identifier, and model output corresponding to the model category identifier.

[0184] In practical applications, target nodes with branch nodes include intent nodes, which are used to identify user intent. Outbound calling strategies can be configured for target nodes and their corresponding branch nodes, enabling better semantic understanding of user outbound call response information and timely feedback during automatic outbound calling, thus improving user experience. During the configuration of the first outbound calling strategy for the target node based on the first configuration information, the following operations are performed:

[0185] Configure the script playback rules for the intent node according to the script content in the first configuration information; the script playback rules include the script playback process and the script playback method.

[0186] The corresponding intent recognition model is determined based on the model category identifier in the first configuration information;

[0187] Configure the model input of the intent recognition model as outbound call response information based on the script content;

[0188] The intent category is determined based on the intent item in the first configuration information, and the relationship between the model output of the intent recognition model and the intent category is established.

[0189] The delivery methods include voice delivery and / or message delivery.

[0190] The outbound call response information includes the information of the outbound user's response to the broadcast script, and the script broadcasting process includes the script broadcasting order.

[0191] like Figure 4As shown, the automatic outbound call link is an outbound call link for a debt collection business scenario. The intent node is used for identity authentication. The script content is "1. Are you #name (name)##gender (gender)#?" and "2. Sorry, I didn't hear you clearly. Could you please repeat it?" The script playback order (playing the first script first, then the second script) and the script playback method (voice playback) are configured for these two script contents. The corresponding identity authentication model is determined by the model category identifier "identity authentication model" in the first configuration information. The model input of the identity authentication model is configured as the outbound call response information. The intent item "customer himself / herself" is used as the first intent category, and the intent items "not himself / herself", "don't know him / her", and "know him / her but can't contact him / her" are used as the second intent category. The model output of the identity authentication model is associated with the first intent category and the second intent category.

[0192] It should be noted that the voice broadcasting is divided into two types: converting the spoken text into spoken terms for broadcasting or broadcasting based on the spoken text recording.

[0193] In addition to the dialogue content, intent items and / or model category identifier, the first configuration information may also include node name and interruption identifier; for example, the node name is "identity authentication" and the interruption identifier is "can be interrupted".

[0194] It should also be noted that variables can be added to the script content of each node in the automatic outbound call link in this embodiment. During the script playback process, the variables in the script content are obtained, the corresponding content of the variables is read from the user information according to the variables, the read content is used to replace the variables in the script content, and the replaced script content is processed for script playback, so as to realize the flexibility of script playback and meet various business scenarios.

[0195] In addition to the intent node, the target node with branch nodes may also include a routing node. The routing node is used to classify outbound users based on user information and to broadcast different scripts to outbound users according to the classification results, thereby achieving differentiated conversational communication. During the configuration process of the first outbound strategy for the target node based on the first configuration information, the following operations are performed:

[0196] Configure the execution input of the routing conditions in the first configuration information as user information;

[0197] The route category is determined based on the route entry in the second configuration information, and the execution output of the route condition is associated with the route category.

[0198] The routing conditions include criteria for classifying outbound call users based on user information, such as user gender, user age, and user financial transaction information. For example, the user information might be "credit card debt of 12 days".

[0199] For example, if the routing condition is "#debtDay(debt period)#>15", the execution input of the routing condition is configured as user information, the routing item "debt over 15 days" is determined as the first routing category, the routing item "debt within 15 days" is determined as the second routing category, and the execution output of the routing condition is associated with the first routing category and the second routing category.

[0200] In addition to the implementation methods of configuring the routing conditions' execution input and execution output in the above-mentioned process of configuring the first outbound call strategy of the target node based on the first configuration information, the following operations can also be performed during the process of configuring the first outbound call strategy of the target node based on the first configuration information:

[0201] Configure the model input of the routing model corresponding to the model category identifier in the first configuration information as user information;

[0202] The route category is determined based on the route item in the second configuration information, and the model output of the route model is associated with the route category.

[0203] like Figure 5 As shown, the routing model is "Credit Card Collection Model", the node name is "Debt Period", the model input of "Credit Card Collection Model" can be configured as user information, and the model output of "Credit Card Collection Model" can be configured as the routing category determined based on the routing item.

[0204] In addition, during the configuration process of the first outbound call strategy for the target node based on the first configuration information, the following operations can also be performed:

[0205] The model input of the routing model corresponding to the model category identifier in the first configuration information is configured as user information; the execution parameters of the routing model include the routing conditions in the first configuration information;

[0206] The route category is determined based on the route item in the second configuration information, and the model output of the route model is associated with the route category.

[0207] In practical applications, during the process of determining the intent category or route category at the target node, situations may arise where determination fails or cannot be achieved. To avoid repeatedly attempting intent category or route category determination when unsuccessful, wasting the caller's time and causing negative feedback, a timeout redirection condition can be configured during the target node configuration process. This condition is triggered when the number of timeouts at the target node exceeds a preset limit, specifically when the number of failed intent category or route category determinations reaches the upper limit. During the configuration of the first outbound call strategy for the target node based on the first configuration information, the following operations are performed:

[0208] Configure the timeout redirection condition of the target node according to the preset timeout number in the first configuration information; the timeout redirection condition is triggered when the timeout number of the target node exceeds the preset timeout number;

[0209] The corresponding timeout node is determined based on the node identifier in the first configuration information, and the timeout node is configured as the timeout jump node of the target node when the timeout jump condition is triggered.

[0210] The timeout jump condition includes the conditions for jumping when a timeout occurs, such as a preset number of timeouts; the timeout jump node includes the node to which the target node will jump when the timeout jump condition is triggered, that is, when the timeout jump condition is triggered, the target node will jump to the timeout node.

[0211] In addition, a preset timeout number can be set for the automatic outbound call link. When the total timeout number of all nodes in the automatic outbound call link exceeds the preset timeout number, the call will jump from the current node to the timeout node. That is, when the automatic outbound call link is executed to the current node, the total timeout number exceeds the preset timeout number. In this case, the call will jump from the current node to the timeout node, which satisfies a variety of timeout jump setting scenarios.

[0212] In addition, to make the timeout redirection node setting more targeted, the target node's timeout redirection node can also be set to other types of nodes instead of a timeout node, such as the associated node of the target node in the automatic outbound call link, that is, when the automatic outbound call link is executed normally, the jump is from the target node to the associated node; in addition, to simplify the execution of the automatic outbound call link, the target node's timeout redirection node can also be set to a termination node.

[0213] Based on the configured timeout redirection conditions and redirection nodes for the target node, the timeout script content collected for the timeout node can be obtained. This timeout script content is used for script playback processing at the timeout node. For example, the timeout script content might be "This call has ended, thank you for answering." Simultaneously, the script playback rules for the timeout node are configured according to the timeout script content to ensure that the timeout script content is played out according to the rules. The following steps are performed during the configuration of the timeout node:

[0214] Obtain the timeout message content collected for the timeout node;

[0215] Configure the script broadcasting rules for the timeout node according to the timeout script content; the timeout script content is broadcast after jumping from the target node to the timeout node.

[0216] The script broadcasting rules include the script broadcasting process and the script broadcasting method; the script broadcasting process includes the script broadcasting order, and the script broadcasting method includes voice broadcasting and / or message broadcasting.

[0217] By setting a timeout node, if the number of times the target node determines the intent category or route category exceeds the preset timeout number, the caller will be redirected to the timeout node. This avoids long waiting times for outbound users, saves their time, and improves their user experience. The timeout node will also execute the script playback process.

[0218] The above-mentioned response to the configuration command of the target node obtains the first configuration information collected from the configuration page of the target node, and uses the first configuration information to configure the first outbound call strategy of the target node. Then, based on the first configuration information, the branch node of the target node in the automatic outbound call link is determined. Specifically, in the process of determining the branch node, it is determined according to the intent item in the first configuration information.

[0219] In practical implementation, to achieve differentiated broadcasts to outbound users and to realize diversified and comprehensive node configurations, making the automatic outbound calling link more closely suited to the actual needs of outbound users, this embodiment introduces branch nodes of the target node. These branch nodes facilitate differentiated conversational communication with outbound users. During the process of determining the branch nodes of the target node in the automatic outbound calling link based on the first configuration information, the following operations are performed:

[0220] The intent category is determined based on the intent item in the first configuration information;

[0221] The branch nodes of the target node are determined based on the intent category.

[0222] In addition to the above-mentioned implementation method of determining the intent category using intent items and determining the branch node based on the intent category, the following operation can also be performed in the process of determining the branch node of the target node in the automatic outbound call link based on the first configuration information: determining the branch node of the target node based on the intent category in the first outbound call strategy of the target node.

[0223] The above-mentioned branch node of the target node in the automatic outbound call link is determined according to the first configuration information. Specifically, the branch node of the target node is determined according to the intent item in the first configuration information. After that, the second outbound call strategy of the branch node is configured by obtaining the second configuration information of the branch node. Through the set branch node, differentiated conversation communication with outbound call users can be realized to meet the diversified needs of outbound call users.

[0224] In this embodiment, a branch node refers to a node with branches. The branch node may include routing nodes, ordinary nodes, and termination nodes. Therefore, the node type and number of the branch node are not specifically limited here, but are determined according to the actual application requirements.

[0225] The second configuration information refers to the configuration information configured for the branch node; if the branch node includes a routing node, the second configuration information includes routing conditions and / or routing entries; if the branch node includes a regular node, the second configuration information includes dialogue content; if the branch node includes a termination node, the second configuration information includes dialogue content; that is, the second configuration information includes routing conditions, routing entries, and / or dialogue content.

[0226] The second outbound call strategy includes strategies for making outbound calls at branch nodes, such as script broadcasting rules, execution inputs for routing conditions, and execution outputs for routing conditions.

[0227] In practice, the node type of the branch node is not fixed and is determined according to actual application requirements. To achieve comprehensive configuration of the branch node and enable timely and effective feedback based on the outbound user's response during the conversation, thereby improving the effectiveness of automatic outbound calling, when the branch node includes a routing node, the outbound calling strategy of the routing node is configured according to the routing node's configuration information. Based on the aforementioned target node including an intent node and the outbound calling strategy configuration for the intent node, the branch node includes a routing node; correspondingly, during the configuration of the second outbound calling strategy for the branch node according to the second configuration information, the following operations are performed:

[0228] Configure the execution input of the routing conditions in the second configuration information as user information;

[0229] The route category is determined based on the route entry in the second configuration information, and the execution output of the route condition is associated with the route category.

[0230] The routing conditions include criteria for classifying users based on user information, such as user gender, age, and financial transaction information. For example, user information might be "credit card debt for 12 days".

[0231] For example, if the routing condition is "#debtDay#>15", the execution input of the routing condition is configured as user information, the routing item "overdue payment for more than 15 days" is determined as the first routing category, the routing item "overdue payment within 15 days" is determined as the second routing category, and the execution output of the routing condition is associated with the first routing category and the second routing category.

[0232] It should be noted that the branch nodes of the target node may include routing nodes. During the configuration process of the second outbound call strategy of the branch node according to the second configuration information, the following operations are performed: the execution input of the routing conditions in the second configuration information is configured as user information; the routing category is determined according to the routing item in the second configuration information; and the execution output of the routing conditions is associated with the routing category.

[0233] In addition to the above-mentioned implementation of branch nodes including routing nodes, branch nodes may also include termination nodes, that is, after the intent node is executed, the user jumps to the termination node. Based on the above-mentioned target node including the intent node and the outbound call strategy configuration for the intent node, the branch node includes a termination node; correspondingly, during the configuration process of the second outbound call strategy for the branch node according to the second configuration information, the following operation is performed: configure the script playback rules for the termination node according to the script content in the second configuration information.

[0234] It should be noted that the branch nodes of the target node may include the termination node. During the process of configuring the second outbound call strategy of the branch node according to the second configuration information, the following operation is performed: configure the script broadcasting rules of the termination node according to the script content in the second configuration information.

[0235] In addition, based on the aforementioned target node including a routing node and the outbound call policy configuration for that routing node, the branch nodes of that routing node include ordinary nodes; that is, after executing the routing node, the process jumps to an ordinary node. Accordingly, during the process of configuring the second outbound call policy for the branch nodes according to the second configuration information, the following operations are performed:

[0236] Configure the script broadcasting process of the ordinary node and the script broadcasting method of the ordinary node according to the script content in the second configuration information.

[0237] In addition, if the target node includes an intent node or a routing node, a configuration instruction for the target node in the automatic outbound call link is obtained; in response to the configuration instruction, first configuration information collected from the configuration page of the target node is obtained, and a first outbound call strategy configuration is performed on the target node according to the first configuration information; the branch node of the target node in the automatic outbound call link is determined according to the first configuration information; second configuration information collected for the branch node is obtained, and a second outbound call strategy configuration is performed on the branch node according to the second configuration information.

[0238] In the specific execution process, to improve the communication experience for outbound call users, a starting node can be set in the automatic outbound call link. Specifically, starting script content is added to the starting node for broadcasting after the automatic outbound call link is activated. The starting script content includes a message identifying the user, for example, "Hello, this is the intelligent customer service center." During the configuration of the starting node, the following operations are performed: obtaining the starting script content collected for the starting node; and configuring the script broadcasting rules for the starting node based on the starting script content.

[0239] The initial script content refers to the script content broadcast at the starting node; the script broadcasting rules include the script broadcasting process and / or the script broadcasting method, the script broadcasting process includes the script broadcasting order, and the script broadcasting method includes voice broadcasting and / or message broadcasting.

[0240] like Figure 3 As shown, the dialogue type is TTS (Text To Speech), which means that the initial dialogue content is stored in the form of text. During the dialogue broadcasting process, the initial dialogue text is converted into the initial dialogue audio for broadcast. The node name of the starting node is "Opening Remarks".

[0241] In addition, during the configuration of the starting node, the following operations can also be performed: obtain the initial broadcast script collected for the starting node; configure the script broadcasting rules of the starting node according to the initial broadcast script; configure the target node as an associated node of the starting node so that when the automatic outbound call link is executed, the user jumps from the starting node to the target node; specifically, the starting node and the target node are associated, and when the automatic outbound call link is executed, the user jumps from the starting node to the target node according to the association relationship between the starting node and the target node.

[0242] It should be added that the configuration of the automatic outbound call link is performed by the visual configuration tool of the automatic outbound call link. The visual configuration tool can be configured on the local terminal device so that the configuration personnel can configure each node in the automatic outbound call link through the visual configuration tool. In addition, the visual configuration tool can also be deployed on any server node in the server cluster. At the same time, the visual configuration tool is also configured with an access interface for link configuration, so that each node in the automatic outbound call link can be configured through the access interface.

[0243] The visual configuration tool for automated outbound calling links can include modules for business type management, script management, intent model management, intent category management, corpus management, and question-and-answer management.

[0244] The business type management module is used to manage the stored business types. Each automatic outbound call link can be associated with one business type, that is, each automatic outbound call link corresponds to a business scenario. In the business type management module, business types can be added, deleted, modified, and queried (hereinafter referred to as CRUD operations).

[0245] The script management module is used to manage the scripts broadcast to users, and can add, delete, modify, and query scripts.

[0246] During the configuration of the script, the script identifier, service type, script content, and script type can be configured. The script type includes message, recording, and / or text. In practical applications, when the script text is short, the script type can be configured as text. During the script playback, the script text is converted into the script audio in real time and then played to the user. When the script text is long, the time spent on real-time conversion is long, and the conversation with the user may be interrupted. Therefore, in order to save time and improve the smoothness of the conversation, the script text can be converted into a recording in advance. During the script playback, the recording can be played directly to the user.

[0247] In addition, the script type can also be configured as a message, such as a short message, which can send the configured script content to the user in the form of a message; for example, if the user does not hear clearly after the voice broadcast, the debt situation can be sent to the user via short message to improve the user's interactive experience.

[0248] The intent model management module is used to manage intent recognition models, and allows for adding, deleting, modifying, and querying intent recognition models.

[0249] The intent category management module is used to manage intent categories, and can perform CRUD operations on intent categories.

[0250] The corpus management module is used to manage corpora, which refers to pre-set possible user response information. The module allows for adding, deleting, modifying, and querying corpora. The more corpora added, the richer the content, the better the understanding of user responses, and the smoother the communication with users.

[0251] It should be noted that each intent recognition model is associated with an intent category and a corpus. After obtaining the user's response information, the intent recognition model compares the response information with the corpus. If the response information has a corresponding corpus, the corpus is matched with the intent category, and the intent category of the user's response information is determined based on the matching result.

[0252] The question and answer management module is used to manage related intent categories and dialogue content, and allows for adding, deleting, modifying, and querying related intent categories and dialogue content.

[0253] Specifically, in the process of associating intent categories and dialogue content in the question-and-answer management module, the following operations are performed: add intent categories and corresponding dialogue content in the question-and-answer management module;

[0254] The intent category and the script content are bound to the automatic outbound call link so that if the intent category determined based on the outbound call response information fails to match the intent category of the target node but successfully matches the intent category in the question and answer management module, the script content corresponding to the intent category in the question and answer management module is used for script playback.

[0255] In actual automated outbound calling, users may ask reasonable questions, i.e., inquiries for information. For example, in financial product marketing, after introducing a financial product to a user, if the user asks about the purchase method, a correct answer must be provided. In this case, the system queries the corresponding intent category based on the user's inquiry. If the queried intent category fails to match the intent category of the target node but successfully matches the intent category in the question-and-answer management module, the system reads the corresponding script content from the intent category in the question-and-answer management module and reads the script aloud. This satisfies various user needs and improves the user experience.

[0256] The following example uses an automatic outbound call processing method provided in this embodiment in a debt collection business scenario, combined with the appendix. Figure 2 and attached Figure 8 The automatic outbound call processing method for debt collection scenarios provided in this embodiment will be further described below. Figure 8 An automated outbound call processing method applied to debt collection business scenarios includes the following steps.

[0257] Step S802: Broadcast the initial speech content of the starting node according to the speech broadcasting rules of the starting node.

[0258] like Figure 2 The diagram shown is a schematic of an automatic outbound call link. The starting script content of the starting node is "Script 1: Opening Remarks". The node name of the starting node is "Opening Remarks". The starting script content "Script 1: Opening Remarks" of the starting node is broadcast according to the script broadcasting rules of the starting node.

[0259] Step S804: Jump from the starting node to the intent node, and broadcast the script content according to the script broadcasting rules of the intent node.

[0260] like Figure 2 As shown, the node name of the intent node is "Identity Authentication", and the script content of the intent node is "Script 1: Identity Authentication; Script 2: Identity Authentication 2". That is, the intent node is configured with two script contents, and the script "Script 1: Identity Authentication" is broadcast first.

[0261] Step S806: Obtain the outbound call response information input by the outbound call user for the intent node's scripted broadcast.

[0262] For example, the outbound call response information entered by the outbound call user is "I am".

[0263] Step S808: Input the outbound call response information into the identity authentication model of the intent node for identity authentication, and output the identity intent category of the outbound call response information.

[0264] Step S810: Determine the routing branch node corresponding to the identity intent category, extract key information from the user information, and input the key information into the routing conditions for condition comparison.

[0265] For example, if the user information is "credit card debt 18 days", the key information "18" is extracted from the user information, the routing condition is "#debtDay#>15", and the key information "18" is entered into the routing condition for condition comparison.

[0266] Step S812: If the key information meets the routing conditions, the routing category is determined to be the first routing category, and the ordinary branch node corresponding to the first routing category is determined.

[0267] For example, if the first route category is "overdue payment for more than 15 days" and the second route category is "overdue payment for less than 15 days", then the key information "18" meets the routing conditions, the route category is determined to be the first route category "overdue payment for more than 15 days", and the ordinary branch node corresponding to the first route category is determined.

[0268] Step S814: Broadcast the message content of the ordinary branch node according to the message broadcasting rules of the ordinary branch node.

[0269] like Figure 2 As shown, the node name of the ordinary branch node is "Overdue Payment for More Than 15 Days", and the script content is "Script for Overdue Payment for More Than 15 Days". The script for the ordinary branch node is broadcast according to the script broadcasting rules.

[0270] Step S816: After processing the script broadcast in the normal branch node, jump to the termination node and execute the script broadcast in the termination node.

[0271] like Figure 2 As shown, the node name of the termination node is "End", and the message content of the termination node is "Message 1: Closing Remarks". The message content of the termination node is broadcast.

[0272] This manual provides an example of an automatic outbound call configuration device as follows:

[0273] In the above embodiments, an automatic outbound call configuration method is provided, and correspondingly, an automatic outbound call configuration device is also provided, which will be described below with reference to the accompanying drawings.

[0274] Reference Figure 9 The diagram shows an automatic outbound call configuration device provided in this embodiment.

[0275] Since the apparatus embodiments correspond to the method embodiments, the descriptions are relatively simple. For relevant parts, please refer to the corresponding descriptions of the method embodiments provided above. The apparatus embodiments described below are merely illustrative.

[0276] This embodiment provides an automatic outbound call configuration device, including:

[0277] The configuration instruction acquisition module 902 is used to acquire configuration instructions for the target node in the automatic outbound call link;

[0278] The first strategy configuration module 904 is used to respond to the configuration instruction, obtain first configuration information collected from the configuration page of the target node, and perform configuration processing of the first outbound call strategy of the target node according to the first configuration information.

[0279] Branch node determination module 906 is used to determine the branch node of the target node in the automatic outbound call link based on the first configuration information;

[0280] The second strategy configuration module 908 is used to acquire second configuration information collected for the branch node, and to configure the second outbound call strategy of the branch node according to the second configuration information.

[0281] This manual provides an embodiment of an automatic outbound call processing device as follows:

[0282] In the above embodiments, an automatic outbound call processing method is provided, and correspondingly, an automatic outbound call processing device is also provided, which will be described below with reference to the accompanying drawings.

[0283] Reference Figure 10 The diagram shows an automatic outbound call processing device provided in this embodiment.

[0284] Since the apparatus embodiments correspond to the method embodiments, the descriptions are relatively simple. For relevant parts, please refer to the corresponding descriptions of the method embodiments provided above. The apparatus embodiments described below are merely illustrative.

[0285] This embodiment provides an automatic outbound call processing device, including:

[0286] The script broadcasting processing module 1002 is used to perform script broadcasting processing according to the first outbound strategy of the target node in the automatic outbound call link; the automatic outbound call link is determined according to the user information of the outbound user;

[0287] The response information acquisition module 1004 is used to acquire the outbound call response information input by the outbound call user in response to the script broadcasting process;

[0288] The outbound call strategy execution module 1006 is used to determine the branch node of the target node in the automatic outbound call link based on the outbound call response information, and to execute the second outbound call strategy of the branch node.

[0289] This manual provides an example of an automatic outbound call configuration device as follows:

[0290] Corresponding to the automatic outbound call configuration method described above, based on the same technical concept, this application also provides an automatic outbound call configuration device, which is used to execute the automatic outbound call configuration method provided above. Figure 11 This is a schematic diagram of an automatic outbound call configuration device provided in an embodiment of this application.

[0291] This embodiment provides an automatic outbound call configuration device, including:

[0292] like Figure 11As shown, the automatic outbound calling configuration device can vary significantly due to different configurations or performance. It may include one or more processors 1101 and memory 1102, and the memory 1102 may store one or more application programs or data. The memory 1102 may be temporary or persistent storage. The application programs stored in the memory 1102 may include one or more modules (not shown), each module may include a series of computer-executable instructions in the automatic outbound calling configuration device. Furthermore, the processor 1101 may be configured to communicate with the memory 1102 and execute the series of computer-executable instructions in the memory 1102 on the automatic outbound calling configuration device. The automatic outbound calling configuration device may also include one or more power supplies 1103, one or more wired or wireless network interfaces 1104, one or more input / output interfaces 1105, one or more keyboards 1106, etc.

[0293] In one specific embodiment, the automatic outbound calling configuration device includes a memory and one or more programs, wherein the one or more programs are stored in the memory, and the one or more programs may include one or more modules, and each module may include a series of computer-executable instructions for the automatic outbound calling configuration device, and is configured to be executed by one or more processors. The one or more programs include computer-executable instructions for performing the following:

[0294] Obtain configuration instructions for the target node in the automatic outbound call link;

[0295] In response to the configuration instruction, first configuration information collected from the configuration page of the target node is obtained, and the configuration processing of the first outbound call strategy of the target node is performed according to the first configuration information;

[0296] The target node is determined as a branch node in the automatic outbound call link based on the first configuration information;

[0297] Obtain the second configuration information collected for the branch node, and configure the second outbound call strategy of the branch node according to the second configuration information.

[0298] This manual provides an example of an automatic outbound call processing device as follows:

[0299] Corresponding to the above-described automatic outbound call processing method, based on the same technical concept, this application also provides an automatic outbound call processing device, which is used to execute the above-described automatic outbound call processing method. Figure 12 This is a schematic diagram of an automatic outbound call processing device provided in an embodiment of this application.

[0300] This embodiment provides an automatic outbound call processing device, comprising:

[0301] like Figure 12 As shown, automated outbound calling processing devices can vary significantly due to differences in configuration or performance. They may include one or more processors 1201 and memory 1202, with memory 1202 storing one or more application programs or data. Memory 1202 can be temporary or persistent storage. The application programs stored in memory 1202 may include one or more modules (not shown), each module including a series of computer-executable instructions within the automated outbound calling processing device. Furthermore, processor 1201 may be configured to communicate with memory 1202, executing the series of computer-executable instructions stored in memory 1202 on the automated outbound calling processing device. The automated outbound calling processing device may also include one or more power supplies 1203, one or more wired or wireless network interfaces 1204, one or more input / output interfaces 1205, one or more keyboards 1206, etc.

[0302] In one specific embodiment, the automated outbound calling processing device includes a memory and one or more programs, wherein the one or more programs are stored in the memory, and the one or more programs may include one or more modules, and each module may include a series of computer-executable instructions for the automated outbound calling processing device, and is configured to be executed by one or more processors. The one or more programs include computer-executable instructions for performing the following:

[0303] According to the first outbound strategy of the target node in the automatic outbound call link, the script is broadcast; the automatic outbound call link is determined based on the user information of the outbound user.

[0304] Obtain the outbound call response information input by the outbound call user in response to the script broadcasting process;

[0305] Based on the outbound call response information, determine the branch node of the target node in the automatic outbound call link, and execute the second outbound call strategy of the branch node.

[0306] This specification provides an embodiment of a computer-readable storage medium as follows:

[0307] Corresponding to the automatic outbound call configuration method described above, based on the same technical concept, this application embodiment also provides a computer-readable storage medium.

[0308] The computer-readable storage medium provided in this embodiment is used to store computer-executable instructions, which, when executed by a processor, implement the following process:

[0309] Obtain configuration instructions for the target node in the automatic outbound call link;

[0310] In response to the configuration instruction, first configuration information collected from the configuration page of the target node is obtained, and the configuration processing of the first outbound call strategy of the target node is performed according to the first configuration information;

[0311] The target node is determined as a branch node in the automatic outbound call link based on the first configuration information;

[0312] Obtain the second configuration information collected for the branch node, and configure the second outbound call strategy of the branch node according to the second configuration information.

[0313] It should be noted that the embodiments of the computer-readable storage medium in this specification and the embodiments of the automatic outbound call configuration method in this specification are based on the same inventive concept. Therefore, the specific implementation of this embodiment can be referred to the implementation of the corresponding method described above, and the repeated parts will not be described again.

[0314] This specification provides an embodiment of a computer-readable storage medium as follows:

[0315] Corresponding to the automatic outbound call processing method described above, based on the same technical concept, this application embodiment also provides a computer-readable storage medium.

[0316] The computer-readable storage medium provided in this embodiment is used to store computer-executable instructions, which, when executed by a processor, implement the following process:

[0317] According to the first outbound strategy of the target node in the automatic outbound call link, the script is broadcast; the automatic outbound call link is determined based on the user information of the outbound user.

[0318] Obtain the outbound call response information input by the outbound call user in response to the script broadcasting process;

[0319] Based on the outbound call response information, determine the branch node of the target node in the automatic outbound call link, and execute the second outbound call strategy of the branch node.

[0320] It should be noted that the embodiments of the computer-readable storage medium in this specification and the embodiments of the automatic outbound call processing method in this specification are based on the same inventive concept. Therefore, the specific implementation of this embodiment can be referred to the implementation of the corresponding method described above, and the repeated parts will not be described again.

[0321] The foregoing has described specific embodiments of this specification. Other embodiments are within the scope of the appended claims. In some cases, the actions or steps recited in the claims may be performed in a different order than that shown in the embodiments and may still achieve the desired result. Furthermore, the processes depicted in the drawings do not necessarily require the specific or sequential order shown to achieve the desired result. In some embodiments, multitasking and parallel processing are possible or may be advantageous.

[0322] Those skilled in the art will understand that embodiments of this application can be provided as methods, systems, or computer program products. Therefore, embodiments of this application can take the form of entirely hardware embodiments, entirely software embodiments, or embodiments combining software and hardware aspects. Furthermore, this specification can take the form of a computer program product embodied on one or more computer-readable storage media (including but not limited to disk storage, CD-ROM, optical storage, etc.) containing computer-usable program code.

[0323] This specification is described with reference to flowchart illustrations and / or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of this specification. It will be understood that each block of the flowchart illustrations and / or block diagrams, and combinations of blocks in the flowchart illustrations and / or block diagrams, can be implemented by computer program instructions. These computer program instructions can be provided to a processor of a general-purpose computer, special-purpose computer, embedded processor, or other programmable intelligent outbound call process configuration device to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable intelligent outbound call process configuration device, generate instructions for implementing the process... Figure 1 One or more processes and / or boxes Figure 1 A device that provides the functions specified in one or more boxes.

[0324] These computer program instructions may also be stored in a computer-readable storage medium that can direct a computer or other programmable intelligent outbound call process configuration device to function in a particular manner, such that the instructions stored in the computer-readable storage medium produce an article of manufacture including instruction means implemented in the process. Figure 1 One or more processes and / or boxes Figure 1 The function specified in one or more boxes.

[0325] These computer program instructions can also be loaded onto a computer or other programmable intelligent outbound call process configuration device, causing a series of operational steps to be performed on the computer or other programmable device to produce a computer-implemented process, thereby providing instructions that execute on the computer or other programmable device for implementing the process. Figure 1 One or more processes and / or boxes Figure 1The steps of the function specified in one or more boxes.

[0326] In a typical configuration, a computing device includes one or more processors (CPU), input / output interfaces, network interfaces, and memory.

[0327] Memory may include non-persistent storage in computer-readable media, such as random access memory (RAM) and / or non-volatile memory, such as read-only memory (ROM) or flash RAM. Memory is an example of computer-readable media.

[0328] Computer-readable media includes both permanent and non-permanent, removable and non-removable media that can store information using any method or technology. Information can be computer-readable instructions, data structures, modules of programs, or other data. Examples of computer storage media include, but are not limited to, phase-change memory (PRAM), static random access memory (SRAM), dynamic random access memory (DRAM), other types of random access memory (RAM), read-only memory (ROM), electrically erasable programmable read-only memory (EEPROM), flash memory or other memory technologies, CD-ROM, digital versatile optical disc (DVD) or other optical storage, magnetic tape, disk storage or other magnetic storage devices, or any other non-transferable medium that can be used to store information accessible by a computing device. As defined herein, computer-readable media does not include transient computer-readable media, such as modulated data signals and carrier waves.

[0329] It should also be noted that the terms "comprising," "including," or any other variations thereof are intended to cover non-exclusive inclusion, such that a process, method, article, or apparatus that comprises a list of elements includes not only those elements but also other elements not expressly listed, or elements inherent to such a process, method, article, or apparatus. Without further limitation, an element defined by the phrase "comprising one..." does not exclude the presence of other identical elements in the process, method, article, or apparatus that includes said element.

[0330] The embodiments of this application can be described in the general context of computer-executable instructions, such as program modules, that are executed by a computer. Generally, program modules include routines, programs, objects, components, data structures, etc., that perform a specific task or implement a specific abstract data type. One or more embodiments of this specification can also be practiced in distributed computing environments where tasks are performed by remote processing devices connected via a communication network. In a distributed computing environment, program modules can reside in local and remote computer storage media, including storage devices.

[0331] The various embodiments in this specification are described in a progressive manner. Similar or identical parts between embodiments can be referred to mutually. Each embodiment focuses on describing the differences from other embodiments. In particular, the system embodiments are basically similar to the method embodiments, so the description is relatively simple; relevant parts can be referred to the descriptions in the method embodiments.

[0332] The above description is merely an embodiment of this document and is not intended to limit the scope of this document. Various modifications and variations can be made to this document by those skilled in the art. Any modifications, equivalent substitutions, improvements, etc., made within the spirit and principles of this document should be included within the scope of the claims of this document.

Claims

1. An automatic outbound call configuration method, characterized by, The method comprises: acquiring configuration instructions for a routing node in an automatic outbound call link; in response to the configuration instructions, acquiring a model category identifier and a routing item for classifying outbound call users collected based on a configuration page of the routing node, configuring a model input of a routing model corresponding to the model category identifier as user information, determining a routing category according to the routing item, and associating a model output of the routing model with the routing category; determining a branch node of the routing node in the automatic outbound call link according to the model category identifier and the routing item; the branch node comprises a routing node; acquiring a routing condition and a routing item collected for the branch node, configuring an execution input of the routing condition as user information, determining a routing category according to the routing item, and associating an execution output of the routing condition with the routing category.

2. The method of claim 1, wherein, The branch node further comprises a termination node; a second outbound call strategy of the termination node is composed of a script broadcast rule; the method further comprises: configuring the script broadcast rule of the termination node according to script content in second configuration information collected for the termination node.

3. The method of claim 1, wherein, The branch node further comprises a common node; a second outbound call strategy of the common node is composed of a script broadcast process and a script broadcast mode; The method further comprises: configuring the script broadcast process of the common node according to script content in second configuration information collected for the common node, and configuring the script broadcast mode of the common node.

4. The method of claim 1, wherein, The method further comprises: configuring a timeout jump condition of the routing node in the automatic outbound call link according to a preset timeout number; the timeout jump condition is triggered when a timeout number of the routing node in the automatic outbound call link exceeds the preset timeout number; determining a corresponding timeout node according to a node identifier, and configuring the timeout node as a timeout jump node of the routing node in the automatic outbound call link when the timeout jump condition is triggered.

5. The method of claim 4, wherein, The method further comprises: acquiring timeout script content collected for the timeout node; configuring a script broadcast rule of the timeout node according to the timeout script content; the timeout script content is broadcasted after jumping from the routing node in the automatic outbound call link to the timeout node.

6. The method of claim 1, wherein, The method further comprises: acquiring starting script content collected for a starting node; configuring a script broadcast rule of the starting node according to the starting script content.

7. An automatic outbound processing method characterized by comprising: The method comprises: performing script broadcast processing according to a first outbound call strategy of a routing node in an automatic outbound call link; the automatic outbound call link is determined according to user information of an outbound call user; the first outbound call strategy is obtained after configuring a model input of a routing model corresponding to a model category identifier of the routing node for classifying outbound call users as user information, determining a routing category according to a routing item, and associating a model output of the routing model with the routing category; acquiring outbound response information input by the outbound call user for the script broadcast processing; determine a branch node of the routing node in the automatic outbound call link according to the outbound call response information, and execute a second outbound call strategy of the branch node; the branch node comprises a routing node, and the second outbound call strategy is obtained after model input of a routing model corresponding to a model category identifier of the outbound call user of the routing node is configured as user information, a routing category is determined according to a routing item, and model output of the routing model is associated with the routing category.

8. An automatic outbound call configuration apparatus characterized by comprising: The device comprises: a configuration instruction acquisition module configured to acquire a configuration instruction for a routing node in an automatic outbound call link; a first strategy configuration module configured to, in response to the configuration instruction, acquire a model category identifier of a model for classifying outbound call users and a routing item collected based on a configuration page of the routing node, configure model input of a routing model corresponding to the model category identifier as user information, determine a routing category according to the routing item, and associate model output of the routing model with the routing category; a branch node determination module configured to determine a branch node of the routing node in the automatic outbound call link according to the model category identifier and the routing item; the branch node comprises a routing node; a second strategy configuration module configured to acquire a routing condition collected for the branch node and a routing item, and configure execution input of the routing condition as user information, determine a routing category according to the routing item, and associate execution output of the routing condition with the routing category.

9. An automatic outbound processing apparatus characterized by comprising: The device comprises: a script broadcast processing module configured to perform script broadcast processing according to a first outbound call strategy of a routing node in an automatic outbound call link; the automatic outbound call link is determined according to user information of an outbound call user; the first outbound call strategy is obtained after model input of a routing model corresponding to a model category identifier of the outbound call user of the routing node is configured as user information, a routing category is determined according to a routing item, and model output of the routing model is associated with the routing category; a response information acquisition module configured to acquire outbound call response information input by the outbound call user for the script broadcast processing; an outbound call strategy execution module configured to determine a branch node of the routing node in the automatic outbound call link according to the outbound call response information, and execute a second outbound call strategy of the branch node; the branch node comprises a routing node, and the second outbound call strategy is obtained after execution input of a routing condition collected for the branch node is configured as user information, a routing category is determined according to a routing item, and execution output of the routing condition is associated with the routing category.

10. An automatic outbound call configuration device, characterized by The device comprises: a processor; and a memory configured to store computer-executable instructions that, when executed, cause the processor to perform the automatic outbound call configuration method of any one of claims 1-6 or the automatic outbound call processing method of claim 7.

11. A computer readable storage medium, characterized in that, The computer-readable storage medium is configured to store computer-executable instructions that, when executed by a processor, implement the automatic outbound call configuration method of any one of claims 1-6 or the automatic outbound call processing method of claim 7.

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