Outbound Call Line Determination Method and Device, Electronic Device, and Computer Storage Medium

Abstract

The present application provides a method and apparatus for determining an outbound call line, an electronic device, and a computer storage medium, which relate to the field of communication technologies. The method for determining an outbound call line includes: in response to an outbound call request for a target called number, obtaining M customer identifiers and outbound call setting data corresponding to the target called number; determining at least one candidate outbound call line corresponding to the target called number based on the outbound call setting data; obtaining the identifier priorities of the M customer identifiers respectively; obtaining a preset line configuration policy; and selecting an actual outbound call line adapted to the target called number from the at least one candidate outbound call line based on the identifier priorities of the M customer identifiers respectively and the preset line configuration policy. By considering the influence of various factors on the outbound call line, an actual outbound call line adapted to the target called number is determined, the complaint rate of customers is reduced, and further the probability of shutdown of the outbound call line caused by customer complaints is reduced.

Description

Technical Field

[0001] The embodiments of the present application relate to the field of communication technologies, and in particular, to a method and device for determining an outbound call line, an electronic device, and a computer storage medium. Background Art

[0002] With the development of communication technologies, voice network communication has become a common communication method. Compared with traditional telephone communication, voice network communication has advantages such as low tariffs, so it is applied in a large number of enterprise call centers.

[0003] When an enterprise call center makes an outbound call, it relies on an outbound call line, and the outbound call line will be shut down due to customer complaints after the outbound call. In the related art, usually the type of the customer is determined before the outbound call, and the corresponding outbound call line is selected according to different customer types. However, after excluding the influence of the customer type factor, there are still other aspects of influence that will lead to customer complaints. Therefore, how to determine a suitable outbound call line to reduce the amount of customer complaints to achieve the purpose of protecting the outbound call line is an urgent problem to be solved currently. Summary of the Invention

[0004] To solve the above technical problems, the present application is proposed. The embodiments of the present application provide a method and device for determining an outbound call line, an electronic device, and a computer storage medium.

[0005] In a first aspect, an embodiment of the present application provides a method for determining an outbound call line. The method includes: in response to an outbound call request for a target called number, obtaining M customer identifiers and outbound call setting data corresponding to the target called number, where the outbound call setting data includes outbound call period setting data and / or call round setting data, and M is a positive integer; determining at least one candidate outbound call line corresponding to the target called number based on the outbound call setting data; obtaining the identifier priority of each of the M customer identifiers; obtaining a preset line configuration policy, where the preset line configuration policy specifies at least one initial outbound call line adapted to each customer identifier; and selecting an actual outbound call line adapted to the target called number from at least one candidate outbound call line based on the identifier priority of each of the M customer identifiers and the preset line configuration policy.

[0006] Second aspect, an embodiment of the present application provides an outbound call line determination device, which includes: an acquisition module, configured to acquire M customer identifiers and outbound call setting data corresponding to the target called number in response to an outbound call request for the target called number, where the outbound call setting data includes outbound call period setting data and / or call round setting data, and M is a positive integer; a determination module, configured to determine at least one candidate outbound call line corresponding to the target called number based on the outbound call setting data; the acquisition module is further configured to acquire the identification priorities of each of the M customer identifiers; the acquisition module is further configured to acquire a preset line configuration policy, where the preset line configuration policy stipulates the initial outbound call lines adapted to at least one customer identifier respectively; a selection module, configured to select an actual outbound call line adapted to the target called number from at least one candidate outbound call line based on the identification priorities of each of the M customer identifiers and the preset line configuration policy.

[0007] Third aspect, an embodiment of the present application provides an electronic device, which includes: a processor; a memory for storing processor-executable instructions; the processor is configured to execute the method described in the first aspect.

[0008] Fourth aspect, an embodiment of the present application provides a computer-readable storage medium, which stores a computer program for executing the method described in the first aspect.

[0009] The outbound call line determination method provided by the embodiments of the present application, in response to an outbound call request for a target called number, acquires M customer identifiers and outbound call setting data corresponding to the target called number; determines at least one candidate outbound call line corresponding to the target called number based on the outbound call setting data; acquires the identification priorities of each of the M customer identifiers; acquires a preset line configuration policy; and selects an actual outbound call line adapted to the target called number from at least one candidate outbound call line based on the identification priorities of each of the M customer identifiers and the preset line configuration policy. By considering the influence of various factors on the outbound call line, the actual outbound call line adapted to the target called number is determined, reducing the customer complaint rate, and further reducing the probability of the outbound call line being shut down due to customer complaints. Description of the Drawings

[0010] By describing the embodiments of the present application in more detail in conjunction with the drawings, the above and other objects, features, and advantages of the present application will become more obvious. The drawings are used to provide a further understanding of the embodiments of the present application, and constitute a part of the specification. Together with the embodiments of the present application, they are used to explain the present application, and do not constitute a limitation to the present application. In the drawings, the same reference numerals generally represent the same components or steps.

[0011] Figure 1a Shown is a schematic diagram of a scenario applicable to the embodiments of the present application.

[0012] Figure 1b The following is a schematic diagram of an outbound task creation page applicable to the embodiments of the present application.

[0013] Figure 1c The following is a schematic diagram of an outbound task query page applicable to the embodiments of the present application.

[0014] Figure 2 The following is a schematic flowchart of a method for determining an outbound line provided by an exemplary embodiment of the present application.

[0015] Figure 3 The following is a schematic flowchart of a method for determining, based on outbound list data, an outbound line corresponding to a request from at least one candidate outbound line provided by another exemplary embodiment of the present application.

[0016] Figure 4 The following is a schematic flowchart of a method for selecting an actual outbound line adapted to a target called number from at least one candidate outbound line based on the identification priorities of M customer identifiers and a preset line configuration policy provided by an exemplary embodiment of the present application.

[0017] Figure 5 The following is a schematic structural diagram of an outbound line determination device provided by an exemplary embodiment of the present application.

[0018] Figure 6 The following is a schematic structural diagram of an electronic device provided by an exemplary embodiment of the present application. Detailed implementation manners

[0019] Next, the technical solutions in the embodiments of the present application will be clearly and completely described in conjunction with the accompanying drawings in the embodiments of the present application. Obviously, the described embodiments are only a part of the embodiments of the present application, rather than all the embodiments. All other embodiments obtained by those of ordinary skill in the art based on the embodiments of the present application without creative efforts shall fall within the protection scope of the present application.

[0020] For the convenience of understanding, the following professional terms are explained herein and will not be repeated later.

[0021] VOIP (Voice over Internet Protocol, voice transmission via Internet Protocol): A voice transmission technology based on IP, which achieves voice calls and multimedia conferences via Internet Protocol (IP), that is, communicates via the Internet.

[0022] VOS system: A support system developed for VOIP operation services, which is mainly responsible for line control in the present application, that is, plays the role of a voice gateway.

[0023] The technical solution of the embodiment of the present application is applied to a call center system. A call center is a service organization composed of a group of service personnel in a relatively centralized place. Usually, computer communication technology is used to handle telephone inquiries from enterprises and customers. Compared with traditional telephone communication, voice network communication has advantages such as low tariffs, so voice network communication is applied in a large number of enterprise call centers.

[0024] When a call center makes an outbound call, it depends on the outbound call line. After the outbound call, the shutdown of the outbound call line will be caused due to customer complaints. In the prior art, usually the type of the customer is determined before the outbound call, and the corresponding outbound call line is selected according to different customer types. However, after excluding the influence of customer type factors, there will still be other aspects of influence that will lead to customer complaints. Therefore, how to determine a suitable outbound call line to reduce the amount of customer complaints to achieve the purpose of protecting the outbound call line is an urgent problem to be solved currently.

[0025] In order to determine a suitable outbound call line, the inventor has proposed the technical solution of the present application through a series of studies. In the embodiment of the present application, in response to an outbound call request for a target called number, M customer identifiers and outbound call setting data corresponding to the target called number can be obtained; based on the outbound call setting data, at least one candidate outbound call line corresponding to the target called number can be determined; the identifier priority of each of the M customer identifiers can be obtained; a preset line configuration policy can be obtained; based on the identifier priority of each of the M customer identifiers and the preset line configuration policy, an actual outbound call line suitable for the target called number can be selected from at least one candidate outbound call line. By considering the influence of various factors on the outbound call line, the actual outbound call line suitable for the target called number is determined, the customer complaint rate is reduced, and the shutdown of the outbound call line caused by customer complaints is avoided.

[0026] Figure 1a The following shows a schematic diagram of a scenario applicable to the embodiment of the present application. As Figure 1a shown, the scenario applicable to the embodiment of the present application may include an agent 101, an outbound call task setting system 102, an outbound call device 103, and a line determination device 104. Among them, the line determination device 104 includes a VOS system 105. Among them, the outbound call task setting system 102, the outbound call device 103, and the line determination device 104 can be deployed in an electronic device. In Figure 1a the embodiment shown, the electronic device can execute the foregoing outbound call line determination method through these three parts.

[0027] Exemplarily, the seat 101 can perform outbound call settings on the N called numbers provided by the target institution according to the request submitted by the target institution using the call center, and obtain outbound call setting data. Among them, the outbound call setting data can include outbound call time periods (at what time periods each called number can be called), call rounds (how many times each called number can be called), etc. Then, the set outbound call setting data and the M customer identifiers corresponding to each of the N called numbers are fed back to the outbound call task setting system 102. Among them, both N and M are positive integers, and N and M can be the same or different.

[0028] Exemplarily, after receiving the outbound call setting data fed back by the seat 101, the outbound call task setting system 102 first filters out the outbound call lines that meet the requirements of the outbound call setting data according to the outbound call setting data, such as the outbound call lines that meet the outbound call time period; further, the information of the outbound call lines that meet the requirements of the outbound call setting data and the customer identifiers corresponding to each of the N called numbers are sent to the outbound call device 103.

[0029] Exemplarily, after receiving the information of the outbound call lines that meet the requirements of the outbound call setting data and the M customer identifiers corresponding to each of the N called numbers, the outbound call device 103 generates an outbound call command carrying the information of the outbound call lines that meet the requirements of the outbound call setting data and the M customer identifiers corresponding to each of the N called numbers, and sends the outbound call command to the VOS system 105 in the line determination device 104 for the VOS system 105 to further filter the outbound call lines through the customer identifiers.

[0030] Exemplarily, the VOS system 105 can pre-maintain the lines corresponding to the customer identifiers and further filter the outbound call lines through the customer identifiers.

[0031] Specifically, Figure 1b Shown is a schematic diagram of an outbound call task establishment page applicable to the embodiments of the present application. In practical applications, the seat 101 can establish outbound call tasks for each of the N called numbers respectively, or take Q called numbers out of the N called numbers as a group, where Q ≤ N, to establish outbound call tasks. When an outbound call task is executed, it means that these called numbers corresponding to the outbound call task are subjected to outbound call processing through the set outbound call lines.

[0032] When establishing an outbound call task, it is necessary to set up outbound calls for N called numbers. By setting up outbound calls for the N called numbers, it is possible to prevent customers from frequently receiving calls from the same outbound call number, thereby achieving the goal of reducing the customer complaint rate. The outbound call settings can include outbound call list settings, outbound call time period settings, call rounds settings, outbound call type settings, outbound call time period DID (Direct Inward Dialing) number group settings, call rounds DID number group settings, and outbound call default DID number group settings, etc. Among them, the outbound call list setting is to set the called numbers that need to be called. The outbound call time period setting is to set the time period during which the called numbers can be called. The call rounds setting is to set the number of times to call the called number again in the case that the call is not answered during the outbound call. The outbound call type setting is to set the outbound call type of the called number, and the outbound call type can be predictive outbound call and IVR (Interactive Voice Response) outbound call. The predictive outbound call is made by the agent, and the IVR outbound call is made by the pre-set voice content of the system. The outbound call time period DID number group setting is to set the DID number group for calling the called numbers during an outbound call time period. The call rounds DID number group setting is to set the DID number group for each outbound call to the called number. The outbound call default DID number group setting is to set the DID number group for calling the called number in the case that the called number fails to obtain an outbound call line in the above outbound call settings. After the outbound call task is established, an outbound call request will be sent to the called numbers involved in the outbound call task according to the established outbound call task.

[0033] As Figure 1b shown, in the input name part, the name of the outbound call task can be filled in. For example, if it is a customer return visit for product A, then fill in Customer 1 of Product A. When establishing the outbound call settings for product A again, you can fill in Customer 2 of Product A, etc. In the outbound call template part, you can select the outbound call templates set in the system. For example, template A can include outbound call list settings, outbound call time period settings, outbound call type settings, outbound call time period DID number group settings, outbound call default DID number group settings, etc. Template B can include outbound call list settings, call rounds settings, outbound call type settings, call rounds DID number group settings, outbound call default DID number group settings, etc. Agent 101 can select the template according to actual needs. Figure 1b The schematic diagram of the outbound call task establishment page shown is one of the outbound call templates. For the outbound call setting data that needs to be filled in the outbound call settings, it will be specifically explained in the following embodiments and will not be elaborated here.

[0034] After multiple outbound call tasks are established. Agent 101 can query the established outbound call tasks. See Figure 1c, which is a schematic diagram of an outbound task query page applicable to the embodiments of the present application.

[0035] As Figure 1c shown, in actual application, after an outbound task is established, the agent 101 can fill in the name of the established outbound task in the search box on the right side of the task name, such as Product A Customer 1. After filling in the name of the outbound task, clicking the query button on the right side of the search box can obtain all the query results for the outbound task named Product A Customer 1. The query results can include the outbound time period of the outbound task and the current status of the outbound task, such as completed, in progress, and to be carried out, etc. In addition, buttons such as refresh, edit, and delete are set in each query result for corresponding operations on the outbound task corresponding to the query result. Among them, the page popped up when clicking edit is Figure 1b the shown outbound task establishment page. Usually, when performing an editing operation, only outbound tasks that are to be carried out and in progress can be operated on. When deleting an in-progress outbound task, the outbound task will be terminated. If you want to establish a new outbound task, you can click the add button on the right side of the query button to establish the outbound task.

[0036] Figure 2 shown is a schematic flowchart of an outbound line determination method provided by an exemplary embodiment of the present application. As Figure 2 shown, the outbound line determination method provided by the embodiments of the present application may include the following steps.

[0037] Step S201: In response to an outbound request for a target called number, obtain M customer identifiers and outbound setting data corresponding to the target called number.

[0038] Exemplarily, the target called number, the M customer identifiers corresponding to the target called number, and the outbound setting data can all be obtained from the outbound list data for the target called number included in the outbound request. In fact, the outbound list data contains N called numbers to be outbound called and the M customer identifiers and outbound setting data corresponding to each of the N called numbers. When making an outbound request for the target called number, the outbound list data for the target called number in the outbound list data is extracted.

[0039] Specifically, the M customer identifiers may include at least one of the identification data of the product corresponding to the customer, the identification data of the customer risk, the identification data of the customer relationship category, and the identification data of the customer's place of origin.

[0040] Among them, the identification data of the products corresponding to the customers can be divided into self-operated product identification data and partner product identification data. For example, self-operated products are the products operated by Company A itself, and partner products are the products of other companies that cooperate with Company A. Moreover, different self-operated products and non-self-operated products each have a unique product code corresponding to them. The identification data of customer risks can be divided into risk identification data and non-risk identification data. Having risk means that the customer has a relatively high complaint risk for the product, and having no risk means that the customer has a relatively low complaint risk for the product. Specifically, the complaint risk is obtained by the customer service staff through counting the customer's historical complaint times and the historical communication content for different products, and then the technical staff evaluates the customer's complaint risk for a certain product. The identification data of customer relationship categories can be divided into customer's own identification data, customer's relative identification data, and customer's friend identification data. The identification data of the customer's place of origin can be the identification data corresponding to the number place of origin of the called number corresponding to the customer.

[0041] Exemplarily, the outbound call setting data includes outbound call time period setting data and / or call round setting data, and M is a positive integer. Specifically, the outbound call time period setting data can be the time period for making an outbound call to the target called number, and the call round setting data can be the number of times to make an outbound call to the target called number again in the case that the call is not connected when making an outbound call to the target called number.

[0042] Exemplarily, the outbound call setting data can also include outbound call list setting data, outbound call type setting data, outbound call time period DID number group setting data, call round DID number group setting data, and outbound call default DID number group setting data. The outbound call list setting data can be at least one called number selected from the M called numbers in the outbound call list data. The outbound call type setting data can be divided into predictive outbound call and IVR outbound call. In practical applications, in cases such as reminding the customer to repay the loan, the IVR outbound call method can be used, and in cases such as asking the customer to activate a wealth management application, the predictive outbound call can be used. The outbound call time period DID number group setting data can correspond to the outbound call line set according to the outbound call time period setting data, and one such outbound call line corresponds to a group of outbound call time period DID number groups. The call round DID number group setting data can correspond to the outbound call line set according to the call round setting, and one such outbound call line corresponds to a group of call round DID number groups. The outbound call default DID number group setting data can be the outbound call line used in the case that no outbound call line can be obtained according to the above-mentioned outbound call setting data, and one such outbound call line corresponds to a group of default DID number groups.

[0043] In practical applications, if the outbound call period setting data and the call round setting data are not set, the outbound call line corresponding to the default DID number group setting data for outbound calls is adopted. If the outbound call period setting data is set but the call round setting data is not set, the outbound call line corresponding to the outbound call period setting data is adopted. If the call round setting data is set but the outbound call period setting data is not set, the outbound call line corresponding to the call round setting data is adopted. If both the outbound call period setting data and the call round setting data are set, the outbound call line corresponding to the outbound call period setting data is adopted.

[0044] Step S202: Based on the outbound call setting data, determine at least one candidate outbound call line corresponding to the target called number.

[0045] Exemplarily, the outbound call period setting data and the call round setting data included in the outbound call setting data, etc., each setting data has its own adapted outbound call line. First, determine the outbound call lines adapted to each setting data, and then select at least one candidate outbound call line that is adapted to each setting data from them.

[0046] Step S203: Obtain the identification priorities of each of the M customer identifications.

[0047] Exemplarily, the identification priorities corresponding to each of the M customer identifications characterize the importance degrees of each of the M customer identifications.

[0048] In one embodiment, obtaining the identification priorities of each of the M customer identifications may include the following steps S1 - step S3.

[0049] Step S1: Traverse the historical outbound call records and determine the total response rate of the W outbound call lines corresponding to each customer identification.

[0050] Exemplarily, W is a positive integer. The historical outbound call records may include the called number, the outbound call line for making an outbound call to the called number, and the result of making an outbound call to the called number through the outbound call line, and the result may be answered or not answered.

[0051] Specifically, for a customer identification, first determine the W outbound call lines corresponding to the customer identification, then determine all the results of making outbound calls using the W outbound call lines in the historical outbound call records, count the number of answered and unanswered calls of the W outbound call lines through the results, and then calculate the total response rate of the W outbound call lines corresponding to the customer identification using the following formula (1).

[0052]

[0053] Where a is the total response rate, b is the number of answered calls of the W outbound call lines, and c is the number of unanswered calls of the W outbound call lines.

[0054] Step S2: Sort the M customer identifiers in descending order according to the total answer rate of the corresponding W outbound call lines, to obtain the arrangement order of the M customer identifiers.

[0055] Exemplarily, use the method of Step S1 to calculate the total answer rate of the W outbound call lines corresponding to each customer identifier, and then sort them in descending order to obtain the arrangement order.

[0056] Step S3: Based on the arrangement order of the M customer identifiers, determine the identifier priorities of the M customer identifiers respectively.

[0057] Exemplarily, according to the arrangement order of the M customer identifiers, the specific rankings of the M customer identifiers can be determined, and use this specific ranking as the identifier priority of each customer identifier. For example, if there are two customer identifiers, the one ranked 1 is the first priority, and the one ranked 2 is the second priority.

[0058] In the embodiment of the present application, the total answer rate of the W outbound call lines corresponding to each customer identifier is used as the basis for determining the identifier priority, so that when selecting an outbound call line through the identifier priority, the selected outbound call line can have a higher answer rate.

[0059] Step S204: Obtain a preset line configuration policy.

[0060] Exemplarily, the preset line configuration policy stipulates the initial outbound call lines adapted to at least one customer identifier respectively.

[0061] Exemplarily, in the case of a conflict in outbound call line selection, the outbound call line adapted to the customer identifier with a higher priority can be selected as the outbound call line adapted to all M customer identifiers. For example, the outbound call lines adapted to the identification data of the product corresponding to the customer are Line 1 and Line 2, and the outbound call lines adapted to the identification data of the customer risk are Line 3 and Line 4, and there is no overlapping line. At this time, if the priority of the identification data of the product corresponding to the customer is higher than the priority of the identification data of the customer risk, then the Line 1 and Line 2 adapted to the identification data of the product corresponding to the customer are used as the outbound call lines.

[0062] In practical applications, the outbound call lines configured for the identification of the customer's corresponding product, the identification of the customer risk, the identification of the customer relationship category, and the identification of the customer's place of origin can be considered according to the actual situation. For example, when a certain product is particularly important, the security and quality of the outbound call line configured for the identification of the product to which the customer belongs will be the highest, and the service quality will be better. When a certain product is a new product, an outbound call line with a lower complaint rate will be selected for use with this product. When it comes to the task of capital return, the customer himself / herself will be contacted first. If the customer himself / herself cannot be contacted, the customer's relatives and friends will be contacted. In other aspects, if there are no specific requirements, then considerations will be made from aspects such as protecting line resources, improving customer reach rate, reducing costs, and improving service quality.

[0063] In another practical application, the customer is marked by the identification of the customer's corresponding product, the identification of the customer risk, the identification of the customer relationship category, and the identification of the customer's place of origin. When there is at least one outbound call line corresponding to at least one preset customer identification, the outbound call line corresponding to the request is selected from at least one candidate outbound call line. When there are no outbound call lines corresponding to all the preset customer identifications, at least one candidate outbound call line is determined as the outbound call line corresponding to the request.

[0064] As an optional embodiment, after the preset line configuration strategy is set up completely, professionals can maintain the preset line strategy to maintain the maintenance data to ensure that the preset line configuration strategy can be used normally. Specifically, maintaining the preset line configuration strategy can include the following steps S1 and S2.

[0065] Step S1: In response to a maintenance request for the preset line configuration strategy, obtain the maintenance data corresponding to the maintenance request.

[0066] Exemplarily, the maintenance data can include the outbound call line corresponding to the identification of the latest customer's corresponding product, the outbound call line corresponding to the identification of the latest customer risk, the outbound call line corresponding to the identification of the latest customer relationship category, and the outbound call line corresponding to the identification of the latest customer's place of origin.

[0067] Step S2: Update the preset line configuration strategy using the maintenance data.

[0068] Specifically, when updating the preset line configuration strategy using the maintenance data, if after the update, there are still no outbound call lines corresponding to the identification of the customer's corresponding product, the identification of the customer risk, the identification of the customer relationship category, and the identification of the customer's place of origin, it is considered that there is no preset line configuration strategy, that is, when obtaining the preset line configuration strategy, the result is that it cannot be obtained.

[0069] Specifically, the outbound call list data may further include a customer number, a customer ID (Identity document), and a CPD (Cost per Day) field. Among them, the customer number is the company's internal number for this customer. The customer ID is the customer's identity identification number. The CPD field is the number of days the customer has paid. After updating the preset line configuration policy using the maintenance data, the identification data of the product corresponding to the customer, the identification data of the customer risk, the identification data of the customer relationship category, and the identification data of the customer's place of origin will be added to the corresponding positions in the outbound call list data. When selecting an outbound call line, the outbound call line is selected by identifying the meanings of the above data. Among them, if a customer corresponds to multiple products, the product with a higher number of paid days is used as the product corresponding to the identification of the customer's affiliated product.

[0070] Step S205: Based on the identification priorities of each of the M customer identifications and the preset line configuration policy, select the actual outbound call line adapted to the target called number from at least one candidate outbound call line.

[0071] Exemplarily, each of the M customer identifications corresponding to the target called number has its own corresponding outbound call line. Therefore, among at least one candidate outbound call line, according to the preset line configuration policy, the outbound call line adapted to each customer identification can be determined, and then at least one initial outbound call line adapted to all customer identifications is selected, and then at least one initial outbound call line included in at least one candidate outbound call line is selected as the actual outbound call line.

[0072] In the case where there is no initial outbound call line that can adapt to all customer identifications among the outbound call lines adapted to each customer identification, according to the identification priorities of the M customer identifications and in accordance with the regulations in the preset line configuration policy, an outbound call line is selected as the actual outbound call line for the target called number.

[0073] Exemplarily, the actual outbound call line is at least one. When the actual outbound call line is one, this outbound call line is used for outbound calls. When the actual outbound call line is multiple, any one of the multiple outbound call lines is used for outbound calls. Regarding which specific line is used for outbound calls, no limitation is made here.

[0074] In practical applications, data for outbound call list settings, outbound call time period settings, call round settings, outbound call type settings, outbound call time period DID number group settings, call round DID number group settings, and outbound call default DID number group settings can be preset. After the settings are completed, at least one candidate outbound call line that is compatible with all the above various outbound call setting data is first screened out through the set outbound call list setting data, outbound call time period setting data, call round setting data, outbound call type setting data, outbound call time period DID number group setting data, call round DID number group setting data, and outbound call default DID number group setting data. Then, among the at least one candidate outbound call line, an outbound call line that is consistent with all the above various customer identifiers screened out through the identifier data of the product corresponding to the customer, the identifier data of the customer risk, the identifier data of the customer relationship category, and the identifier data of the customer's place of origin is selected. After the outbound call line is determined, the outbound call is made using this outbound call line.

[0075] In the embodiment of the present application, candidate outbound call lines are initially selected according to the set outbound call setting data, and then the actual outbound call line that is compatible with the target called number is selected from the candidate outbound call lines according to the preset line configuration strategy and identifier priority. The influence of various factors on the outbound call line is considered, reducing the customer complaint rate and the probability of the outbound call line being shut down due to customer complaints.

[0076] In one embodiment, an implementation manner of selecting the actual outbound call line that is compatible with the target called number from at least one candidate outbound call line based on the identifier priority of each of the M customer identifiers and the preset line configuration strategy can be seen Figure 3 as shown. Figure 3 It is a flowchart of selecting the actual outbound call line that is compatible with the target called number from at least one candidate outbound call line based on the identifier priority of each of the M customer identifiers and the preset line configuration strategy provided by another exemplary embodiment of the present application.

[0077] As Figure 3 shown, selecting the actual outbound call line that is compatible with the target called number from at least one candidate outbound call line based on the identifier priority of each of the M customer identifiers and the preset line configuration strategy may include the following steps.

[0078] Step S301: Based on the preset line configuration strategy, determine N initial outbound call lines corresponding to the M customer identifiers. Exemplarily, N is an integer greater than or equal to M.

[0079] Step S302: Select overlapping initial outbound call lines in descending order of the identifier priority of the M customer identifiers to obtain at least one target outbound call line.

[0080] Exemplarily, the target outbound line is included in at least the initial outbound lines corresponding to each of the target number of customer identifiers, and the target number is less than or equal to M.

[0081] Exemplarily, according to the at least one initial outbound line adapted to each of the at least one customer identifier specified in the preset line configuration policy, determine the N initial outbound lines corresponding to the M customer identifiers, and then select the overlapping initial outbound lines in descending order of the identifier priority of the M customer identifiers.

[0082] For example, there is customer identifier 1 with the highest priority and adapted initial outbound lines being line 1 and line 2, customer identifier 2 with the second highest priority and adapted initial outbound lines being line 2 and line 3, and customer identifier 3 with the lowest priority and adapted initial outbound lines being line 3 and line 4. Line 1, line 2, line 3, and line 4 are the 4 initial outbound lines corresponding to these three customer identifiers. Then select line 1 and line 2 adapted by customer identifier 1 with the highest priority as the target outbound lines from line 1, line 2, line 3, and line 4. Then select line 2 and line 3 adapted by customer identifier 2 with the second highest priority from line 1 and line 2. However, customer identifier 1 is not adapted to line 3 and the priority of customer identifier 1 is higher than that of customer identifier 2, so only select line 2 as the target outbound line. Finally, select line 3 and line 4 adapted by customer identifier 3 with the lowest priority from line 2. However, customer identifier 1 and customer identifier 2 are not adapted to line 3 and line 4 and the priorities of customer identifier 1 and customer identifier 2 are both higher than that of customer identifier 3, so the target outbound line remains line 2.

[0083] Step S303: Select at least one target outbound line included in at least one candidate outbound line as the actual outbound line of the target called number.

[0084] Exemplarily, when the at least one target outbound line mentioned above is line 1, line 2, line 3, and line 4, if the at least one candidate outbound line is line 3, line 4, and line 5, then select line 3 and line 4 as the actual outbound lines from line 3, line 4, and line 5.

[0085] In the embodiments of the present application, by using the preset line configuration policy and the priority of the customer identifier, select the overlapping initial outbound lines in descending order of the identifier priority, so that the final actual outbound line has the highest quality for the target called number, reducing the customer complaint rate and reducing the probability of the outbound line being shut down due to customer complaints.

[0086] In another embodiment, another implementation manner of step S205 for selecting an actual outbound line adapted to the target called number from at least one candidate outbound line based on the identification priorities of each of the M customer identifications and a preset line configuration policy can be seen in Figure 4 as shown below. Figure 4 The figure below is a schematic flowchart of selecting an actual outbound line adapted to the target called number from at least one candidate outbound line based on the identification priorities of each of the M customer identifications and a preset line configuration policy provided by an exemplary embodiment of this application.

[0087] As Figure 4 shown below, step S205 for selecting an actual outbound line adapted to the target called number from at least one candidate outbound line based on the identification priorities of each of the M customer identifications and a preset line configuration policy may include the following steps.

[0088] Step S401: Based on the preset line configuration policy, determine at least one initial outbound line corresponding to each of the M customer identifications.

[0089] Exemplarily, according to at least one initial outbound line adapted to each of the at least one customer identification specified in the preset line configuration policy, determine at least one initial outbound line corresponding to each of the M customer identifications.

[0090] Step S402: Determine whether there is an initial outbound line that is adapted to all of the M customer identifications among at least one initial outbound line corresponding to each of the M customer identifications.

[0091] Exemplarily, in the actual application process, if the judgment result of step S402 is yes, that is, among at least one initial outbound line corresponding to each of the M customer identifications, there is an initial outbound line that is adapted to all of the M customer identifications, then execute step S403. If the judgment result of step S402 is no, that is, among at least one initial outbound line corresponding to each of the M customer identifications, there is no initial outbound line that is adapted to all of the M customer identifications, then execute step S404.

[0092] Step S403: Select an initial outbound line that is adapted to all of the M customer identifications from at least one candidate outbound line as the actual outbound line adapted to the target called number.

[0093] In practical applications, if the candidate outbound call lines are Line 2 and Line 3, the initial outbound call lines adapted to Customer ID 1 for Lines 1, 2, and 3, Customer ID 2 for Lines 2, 3, and 4, and Customer ID 3 for Lines 3, 4, and 5, and the priority order of the IDs from high to low is Customer ID 1, Customer ID 2, Customer ID 3, and at this time the initial outbound call line adapted to these three customer IDs is Line 3, then Line 3 is selected from the candidate outbound call lines as the actual outbound call line.

[0094] Step S404: Based on the ID priorities of each of the M customer IDs, select the actual outbound call line adapted to the target called number from at least one candidate outbound call line.

[0095] As an optional implementation, based on the ID priorities of each of the M customer IDs, selecting the actual outbound call line adapted to the target called number from at least one candidate outbound call line may include: determining, based on the ID priorities of each of the at least one customer ID and the preset line configuration policy, the initial outbound call line adapted to the customer ID with the highest ID priority among the M customer IDs; and determining the outbound call line in the at least one candidate outbound call line that is the same as the initial outbound call line adapted to the customer ID with the highest ID priority as the actual outbound call line adapted to the target called number.

[0096] For example, if the candidate outbound call lines are Line 2 and Line 3, Customer ID 1 adapted to the initial outbound call lines of Lines 1, 2, and 3, and Customer ID 2 adapted to the initial outbound call lines of Lines 4, 5, and 6, and the ID priority of Customer ID 1 is higher than that of Customer ID 2, and there is no initial outbound call line that adapts to both of these two customer IDs at this time, then the lines 1, 2, and 3 adapted to the customer ID 1 with the higher ID priority are used as the initial outbound call lines, and then Line 2 and Line 3 are selected from the candidate outbound call lines as the actual outbound call lines.

[0097] In the embodiments of the present application, the initial outbound call line that adapts to each customer ID will be selected from the candidate outbound call lines as the actual outbound call line. If there is no initial outbound call line that adapts to each customer ID, then the initial outbound call line corresponding to the outbound call line adapted to the customer ID with the higher ID priority will be selected from the candidate outbound call lines as the actual outbound call line, so that the final actual outbound call line has the highest quality for the target called number, reducing the customer complaint rate and reducing the probability of the outbound call line being shut down due to customer complaints.

[0098] Exemplarily, if there is no initial outbound call line in the candidate outbound call lines, then the candidate outbound call lines are used as the actual outbound call lines.

[0099] In the embodiments of the present application, the identification priority of the customer identification can be set according to actual requirements, so as to reduce the complaint rate of the selected outbound call line.

[0100] Based on the embodiments of the foregoing various methods for determining outbound call lines, in an embodiment of the present application, an outbound call method is provided. The outbound call method provided by the embodiments of the present application may include the following steps A and B.

[0101] Step A: In response to a request from a target organization to make an outbound call using a call center, determine the actual outbound call line corresponding to the request.

[0102] Exemplarily, use the method of any of the above Figures 2 to 4 corresponding embodiments to determine the actual outbound call line corresponding to the request.

[0103] Specifically, the target organization may include a financial institution and / or an insurance institution. In fact, the target organization may be various organizations that need to make outbound calls, not limited to financial institutions and / or insurance institutions.

[0104] Step B: Use the outbound call line to call the called numbers in the outbound call list data corresponding to the request.

[0105] In the embodiments of the present application, by determining the outbound call line and then using the outbound call line to call the called numbers in the outbound call list data corresponding to the request, the complaint rate is reduced, and the probability of the outbound call line being shut down due to customer complaints is reduced.

[0106] Figure 5 The following shows a schematic structural diagram of an outbound call line determination device provided by an exemplary embodiment of the present application. As Figure 5 shown, the outbound call line determination device provided by the embodiments of the present application may include the following modules.

[0107] An obtaining module 501, configured to obtain M customer identifications and outbound call setting data corresponding to a target called number in response to an outbound call request for the target called number, and is further configured to obtain the identification priority of each of the M customer identifications, and is further configured to obtain a preset line configuration policy.

[0108] Exemplarily, the preset line configuration policy stipulates at least one initial outbound call line adapted to each customer identification.

[0109] A determining module 502, configured to determine at least one candidate outbound call line corresponding to the target called number based on the outbound call setting data.

[0110] A selecting module 503, configured to select an actual outbound call line adapted to the target called number from at least one candidate outbound call line based on the identification priority of each of the M customer identifications and the preset line configuration policy.

[0111] In an embodiment of the present application, when the selection module 503 selects an actual outbound line adapted to the target called number from at least one candidate outbound line based on the identification priorities of each of the M customer identifications and a preset line configuration policy, the following steps are executed.

[0112] Based on the preset line configuration policy, determine N initial outbound lines corresponding to the M customer identifications; N is an integer greater than or equal to M; perform overlapping initial outbound line selection in descending order of the identification priorities of the M customer identifications to obtain at least one target outbound line; wherein, the target outbound line includes at least among the initial outbound lines corresponding to each of the target number of customer identifications, and the target number is less than or equal to M; select at least one target outbound line included in at least one candidate outbound line as the actual outbound line of the target called number.

[0113] In an embodiment of the present application, when the selection module 503 selects an actual outbound line adapted to the target called number from at least one candidate outbound line based on the identification priorities of each of the M customer identifications and a preset line configuration policy, the following steps are executed.

[0114] Based on the preset line configuration policy, determine at least one initial outbound line corresponding to each of the M customer identifications; if there is an initial outbound line that is adapted to all of the M customer identifications among the at least one initial outbound line corresponding to each of the M customer identifications, then select the initial outbound line that is adapted to all of the M customer identifications from at least one candidate outbound line as the actual outbound line adapted to the target called number; if there is no initial outbound line that is adapted to all of the M customer identifications among the at least one initial outbound line corresponding to each of the M customer identifications, then select the actual outbound line adapted to the target called number from at least one candidate outbound line based on the identification priorities of each of the M customer identifications.

[0115] In an embodiment of the present application, when the selection module 503 selects an actual outbound line adapted to the target called number from at least one candidate outbound line based on the identification priorities of each of the M customer identifications, the following steps are executed.

[0116] Based on the identification priorities of each of the at least one customer identification and the preset line configuration policy, determine the initial outbound line adapted to the customer identification with the highest identification priority among the M customer identifications; determine the outbound line that is the same as the initial outbound line adapted to the customer identification with the highest identification priority among at least one candidate outbound line as the actual outbound line adapted to the target called number.

[0117] In an embodiment of the present application, the acquisition module 501 is further configured to, in response to a maintenance request for the preset line configuration policy, acquire maintenance data corresponding to the maintenance request; and update the preset line configuration policy by using the maintenance data.

[0118] In one embodiment of the present application, when the obtaining module 501 obtains the identification priorities of each of the M customer identifications, the following steps are performed.

[0119] Traverse the historical outbound call records to determine the total response rate of the W outbound call lines corresponding to each customer identification; sort the M customer identifications in descending order according to the total response rate of the corresponding W outbound call lines to obtain the arrangement order of the M customer identifications; based on the arrangement order of the M customer identifications, determine the identification priorities of each of the M customer identifications.

[0120] It should be understood that Figure 5 For the obtaining module 501, the determining module 502, and the selecting module 503 in the provided outbound call line determining device, the operations and functions can refer to the above Figures 2 to 4 provided outbound call line determining method. To avoid repetition, it will not be elaborated here.

[0121] Next, refer to Figure 6 to describe the electronic device according to an embodiment of the present application. Figure 6 The following shows a schematic structural diagram of an electronic device provided by an exemplary embodiment of the present application.

[0122] As Figure 6 shown, the electronic device 60 includes one or more processors 601 and a memory 602.

[0123] The processor 601 may be a central processing unit (CPU) or other forms of processing units with data processing capabilities and / or instruction execution capabilities, and may control other components in the electronic device 60 to perform desired functions.

[0124] The memory 602 may include one or more computer program products, and the computer program products may include various forms of computer-readable storage media, such as volatile memory and / or non-volatile memory. The volatile memory may include, for example, random access memory (RAM) and / or cache memory, etc. The non-volatile memory may include, for example, read-only memory (ROM), hard disk, flash memory, etc. One or more computer program instructions may be stored on the computer-readable storage media, and the processor 601 may run the program instructions to implement the methods of the various embodiments of the present application described above and / or other desired functions. Various contents such as outbound call list data and outbound call setting data may also be stored in the computer-readable storage media.

[0125] In one example, the electronic device 60 may further include: an input device 603 and an output device 604, and these components are interconnected through a bus system and / or other forms of connection mechanisms (not shown).

[0126] The input device 603 may include, for example, a keyboard, a mouse, and the like.

[0127] The output device 604 may output various information to the outside, including outbound call list data, outbound call setting data, etc. The output device 604 may include, for example, a display, a speaker, a printer, a communication network, and remote output devices connected thereto, and the like.

[0128] Of course, for simplicity, Figure 6 only some of the components of the electronic device 60 related to the present application are shown in [the figure], and components such as a bus, an input / output interface, and the like are omitted. In addition, according to specific application scenarios, the electronic device 60 may further include any other appropriate components.

[0129] In addition to the above methods and devices, an embodiment of the present application may also be a computer program product, which includes computer program instructions that, when run by a processor, cause the processor to execute the steps in the methods according to various embodiments of the present application described above in this specification.

[0130] The computer program product may be written in any combination of one or more programming languages for programming code to perform the operations of the embodiments of the present application. The programming languages include object-oriented programming languages such as Java, C++, etc., and also include conventional procedural programming languages such as the "C" language or similar programming languages. The program code may be executed entirely on the user's computing device, partially on the user's device, executed as an independent software package, partially on the user's computing device and partially on a remote computing device, or entirely on a remote computing device or server.

[0131] Furthermore, an embodiment of the present application may also be a computer-readable storage medium, on which computer program instructions are stored, and the computer program instructions, when run by a processor, cause the processor to execute the steps in the methods according to various embodiments of the present application described above in this specification.

[0132] The computer-readable storage medium may adopt any combination of one or more readable media. The readable media may be a readable signal medium or a readable storage medium. The readable storage medium may include, for example, but is not limited to, an electrical, magnetic, optical, electromagnetic, infrared, or semiconductor system, apparatus, or device, or any combination of the above. More specific examples (a non-exhaustive list) of the readable storage medium include: an electrical connection having one or more wires, a portable disk, a hard disk, a random access memory (RAM), a read-only memory (ROM), an erasable programmable read-only memory (EPROM or flash memory), an optical fiber, a portable compact disk read-only memory (CD-ROM), an optical storage device, a magnetic storage device, or any suitable combination of the above.

[0133] The basic principles of the present application have been described above in conjunction with specific embodiments. However, it should be noted that the advantages, benefits, effects, etc. mentioned in the present application are only examples and not limitations, and it cannot be considered that these advantages, benefits, effects, etc. are essential for each embodiment of the present application. In addition, the above-disclosed specific details are only for illustrative and easy-to-understand purposes, rather than limitations, and the above details do not limit the present application to necessarily adopt the above specific details to implement.

[0134] The block diagrams of the devices, apparatuses, equipment, and systems involved in the present application are only illustrative examples and do not intend to require or imply that they must be connected, arranged, and configured in the manner shown in the block diagrams. As those skilled in the art will recognize, these devices, apparatuses, equipment, and systems can be connected, arranged, and configured in any manner. Words such as "including", "comprising", "having", etc. are open-ended words, meaning "including but not limited to", and can be used interchangeably with each other. The word "or" and "and" used herein refer to the word "and / or", and can be used interchangeably with each other, unless the context clearly indicates otherwise. The word "such as" used herein refers to the phrase "such as but not limited to", and can be used interchangeably with each other.

[0135] It should also be noted that in the devices, equipment, and methods of the present application, each component or each step can be decomposed and / or recombined. These decompositions and / or recombinations should be regarded as equivalent solutions of the present application.

[0136] The above description of the disclosed aspects enables any person skilled in the art to make or use the present application. Various modifications to these aspects are very obvious to those skilled in the art, and the general principles defined herein can be applied to other aspects without departing from the scope of the present application. Therefore, the present application is not intended to be limited to the aspects shown herein, but rather to the broadest scope consistent with the principles and novel features disclosed herein.

[0137] The foregoing description has been presented for purposes of illustration and description. In addition, this description is not intended to limit embodiments of the present application to the forms disclosed herein. Although several example aspects and embodiments have been discussed above, those skilled in the art will recognize some of their variations, modifications, alterations, additions, and subcombinations.

Claims

1. An outbound call line determination method, characterized in that, it includes: In response to an outbound call request for a target called number, obtain M customer identifiers and outbound call setting data corresponding to the target called number, where the outbound call setting data includes outbound call time period setting data and / or call round setting data, and M is a positive integer; Based on the outbound call setting data, determine at least one candidate outbound call line corresponding to the target called number; Obtain the identification priorities of the M customer identifiers respectively; Obtain a preset line configuration policy, where the preset line configuration policy stipulates at least one initial outbound call line adapted to each customer identifier; Based on the identification priorities of the M customer identifiers respectively and the preset line configuration policy, select the actual outbound call line adapted to the target called number from the at least one candidate outbound call line.

2. The method according to claim 1, characterized in that, The step of selecting the actual outbound call line adapted to the target called number from the at least one candidate outbound call line based on the identification priorities of the M customer identifiers respectively and the preset line configuration policy includes: Based on the preset line configuration policy, determine N initial outbound call lines corresponding to the M customer identifiers; N is an integer greater than or equal to M; Perform overlapping initial outbound call line selection in descending order of the identification priorities of the M customer identifiers to obtain at least one target outbound call line; where the target outbound call line is included in the initial outbound call lines corresponding to at least a target number of customer identifiers, and the target number is less than or equal to M; Select the at least one target outbound call line included in the at least one candidate outbound call line as the actual outbound call line adapted to the target called number.

3. The method according to claim 1, characterized in that, The step of selecting the actual outbound call line adapted to the target called number from the at least one candidate outbound call line based on the identification priorities of the M customer identifiers respectively and the preset line configuration policy includes: Based on the preset line configuration policy, determine at least one initial outbound call line corresponding to each of the M customer identifiers; If there is an initial outbound call line that is adapted to all of the M customer identifiers among the at least one initial outbound call lines corresponding to each of the M customer identifiers, then select the initial outbound call line that is adapted to all of the M customer identifiers from the at least one candidate outbound call line as the actual outbound call line adapted to the target called number; If there is no initial outbound call line that is adapted to all of the M customer identifiers among the at least one initial outbound call lines corresponding to each of the M customer identifiers, then based on the identification priorities of the M customer identifiers respectively, select the actual outbound call line adapted to the target called number from the at least one candidate outbound call line.

4. The method according to claim 3, characterized in that, The step of selecting the actual outbound call line adapted to the target called number from the at least one candidate outbound call line based on the identification priorities of the M customer identifiers respectively includes: Based on the identification priorities of the at least one customer identification respectively and the preset line configuration policy, determine the initial outbound call line adapted to the customer identification with the highest identification priority among the M customer identifications; Among the at least one candidate outbound call line, determine the outbound call line that is the same as the initial outbound call line adapted to the customer identification with the highest identification priority as the actual outbound call line adapted to the target called number.

5. The method according to claim 1, wherein, after obtaining the preset line configuration policy, further includes: in response to a maintenance request for the preset line configuration policy, obtain the maintenance data corresponding to the maintenance request; update the preset line configuration policy by using the maintenance data.

6. The method according to claim 1, wherein, the obtaining of the identification priorities of the M customer identifications respectively includes: traverse the historical outbound call records to determine the total answer rate of the W outbound call lines corresponding to each customer identification respectively; sort the M customer identifications in descending order according to the total answer rate of the corresponding W outbound call lines to obtain the arrangement order of the M customer identifications; based on the arrangement order of the M customer identifications, determine the identification priorities of the M customer identifications respectively.

7. The method according to any one of claims 1 to 6, wherein, the customer identification includes at least one of the identification of the product corresponding to the customer, the identification of the customer risk, the identification of the customer relationship category, and the identification of the customer's place of origin.

8. An outbound call line determination device, wherein, includes: an obtaining module, configured to, in response to an outbound call request for a target called number, obtain the M customer identifications corresponding to the target called number and outbound call setting data, where the outbound call setting data includes outbound call time period setting data and / or call round setting data, and M is a positive integer; a determination module, configured to determine at least one candidate outbound call line corresponding to the target called number based on the outbound call setting data; the obtaining module is further configured to obtain the identification priorities of the M customer identifications respectively; the obtaining module is further configured to obtain a preset line configuration policy, and the preset line configuration policy stipulates the initial outbound call lines respectively adapted to the at least one customer identification; a selection module, configured to select the actual outbound call line adapted to the target called number from the at least one candidate outbound call line based on the identification priorities of the M customer identifications respectively and the preset line configuration policy.

9. An electronic device, wherein, includes: a processor; a memory for storing instructions executable by the processor, wherein, the processor is configured to execute the method according to any one of claims 1 to 7 above.

10. A computer storage medium, wherein, the storage medium stores a computer program, and the computer program is configured to execute the method according to any one of claims 1 to 7 above.

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