Call-back incoming line processing method and device, electronic equipment and storage medium

Abstract

The present disclosure provides a callback incoming line processing method and device, electronic equipment and storage medium. The method comprises: receiving a callback incoming line request, wherein the callback incoming line request comprises a user number of a callback user; determining a callback type corresponding to the callback incoming line request according to the user number; obtaining a target extension number of a target agent, wherein the target agent belongs to a skill group for processing incoming lines or outbound call requests corresponding to the callback type; and establishing a call connection between the target agent and the callback user according to the target extension number. According to the embodiments of the present disclosure, the callback incoming line request of the user can be quickly responded, and the callback operation of the user is simplified.

Description

Technical Field

[0001] This disclosure relates to the field of communication technology, and in particular to a callback incoming line processing method and apparatus, electronic equipment, and computer-readable storage medium. Background Technology

[0002] Businesses typically use call center systems to communicate with users. Call center systems, also known as customer service centers, usually utilize computer communication technology to handle telephone inquiries from businesses and users. They are particularly capable of handling a large number of calls simultaneously and also have caller ID display functionality.

[0003] Currently, when an agent makes an outbound call to a user through the call center system, if the user needs to contact the agent again, they can call back, for example, by accessing the number in their mobile phone call log. This will send a callback request to the company's dedicated customer service hotline for transfer. Instead, the call cannot go directly to the agent who made the outbound call, making the process rather cumbersome. Summary of the Invention

[0004] This disclosure provides a callback incoming line processing method and apparatus, electronic device, and storage medium.

[0005] Firstly, this disclosure provides a method for processing callback incoming lines, the method comprising:

[0006] Receive a callback incoming line request, wherein the callback incoming line request includes the user number of the callback user;

[0007] Based on the user number, determine the callback type corresponding to the callback incoming request;

[0008] Obtain the target extension number of the target agent, wherein the target agent belongs to the skill group used to handle the incoming or outgoing call requests corresponding to the callback type;

[0009] A call connection is established between the target agent and the callback user based on the target extension number.

[0010] Secondly, this disclosure provides a callback incoming line processing device, the device comprising:

[0011] A receiving unit is configured to receive a callback incoming line request, wherein the callback incoming line request includes the user number of the callback user;

[0012] The determining unit is used to determine the callback type corresponding to the callback incoming request based on the user number;

[0013] Extension number acquisition unit is used to acquire the target extension number of the target agent, wherein the target agent belongs to the skill group used to process the incoming or outgoing call requests corresponding to the callback type;

[0014] The call connection establishment unit is used to establish a call connection between the target agent and the callback user based on the target extension number.

[0015] Thirdly, this disclosure provides an electronic device comprising: at least one processor; and a memory communicatively connected to the at least one processor; wherein the memory stores one or more computer programs executable by the at least one processor, the one or more computer programs being executed by the at least one processor to enable the at least one processor to perform the above-described callback incoming line processing method.

[0016] Fourthly, this disclosure provides a computer-readable storage medium having a computer program stored thereon, wherein the computer program, when executed by a processor, implements the above-described callback incoming line processing method.

[0017] In the embodiments provided in this disclosure, after receiving a callback request from a callback user, the electronic device determines the callback type corresponding to the callback request based on the callback user's user number and obtains the target extension number of the target agent. Based on the target extension number, a call connection can be established between the target agent and the callback user.

[0018] In this embodiment of the disclosure, when responding to a user's callback request, it is not necessary to transfer the callback request to a dedicated customer service line. Instead, the callback type is first determined, and then the target extension number of the target agent belonging to the skill group that handles the incoming or outgoing call request corresponding to the callback type is obtained based on the callback type. Thus, a call connection is directly established between the callback user and the target agent based on the target extension number, thereby improving the response speed to the callback request and simplifying the user's callback operation.

[0019] It should be understood that the description in this section is not intended to identify key or essential features of the embodiments of this disclosure, nor is it intended to limit the scope of this disclosure. Other features of this disclosure will become readily apparent from the following description. Attached Figure Description

[0020] The accompanying drawings are provided to further illustrate the present disclosure and form part of the specification. They are used together with the embodiments of the present disclosure to explain the disclosure and do not constitute a limitation thereof. The above and other features and advantages will become more apparent to those skilled in the art from the detailed description of exemplary embodiments with reference to the accompanying drawings, in which:

[0021] Figure 1 A flowchart illustrating a callback incoming line processing method provided in this embodiment of the disclosure;

[0022] Figure 2 A flowchart for determining the callback type provided in this embodiment of the disclosure;

[0023] Figure 3 This is a first flowchart for obtaining a target extension number provided in an embodiment of the present disclosure;

[0024] Figure 4 This is a second flowchart for obtaining a target extension number provided in an embodiment of the present disclosure;

[0025] Figure 5 A third flowchart for obtaining a target extension number provided in an embodiment of this disclosure;

[0026] Figure 6 A flowchart for establishing a call connection provided in an embodiment of this disclosure;

[0027] Figure 7 A block diagram of a callback incoming line processing device provided in an embodiment of this disclosure;

[0028] Figure 8 This is a block diagram of an electronic device provided in an embodiment of the present disclosure. Detailed Implementation

[0029] To enable those skilled in the art to better understand the technical solutions of this disclosure, exemplary embodiments of this disclosure are described below with reference to the accompanying drawings, including various details of the embodiments of this disclosure to aid understanding. These should be considered merely exemplary. Therefore, those skilled in the art should recognize that various changes and modifications can be made to the embodiments described herein without departing from the scope and spirit of this disclosure. Similarly, for clarity and conciseness, descriptions of well-known functions and structures are omitted in the following description.

[0030] Where there is no conflict, the various embodiments of this disclosure and the features thereof in the embodiments may be combined with each other.

[0031] As used herein, the term “and / or” includes any and all combinations of one or more related enumerated entries.

[0032] The terminology used herein is for the purpose of describing particular embodiments only and is not intended to limit this disclosure. As used herein, the singular forms “a” and “the” are intended to include the plural forms as well, unless the context clearly indicates otherwise. It will also be understood that when the terms “comprising” and / or “made of” are used in this specification, the presence of the stated feature, integral, step, operation, element, and / or component is specified, but the presence or addition of one or more other features, integrals, steps, operations, elements, components, and / or groups thereof is not excluded. Words such as “connected” or “linked” are not limited to physical or mechanical connections but can include electrical connections, whether direct or indirect.

[0033] Unless otherwise specified, all terms used herein (including technical and scientific terms) have the same meaning as commonly understood by one of ordinary skill in the art. It will also be understood that terms such as those defined in commonly used dictionaries should be interpreted as having a meaning consistent with their meaning in the context of the relevant art and this disclosure, and will not be interpreted as having an idealized or overly formal meaning, unless expressly so defined herein.

[0034] In related technologies, when an agent calls a user through a call center system, if the user does not answer or, although they answered, wants to contact the agent again after the agent hangs up, the process is typically as follows: 1. The user calls back the agent's number to send a callback request to the call center system. This number can also be called the caller ID number. 2. The call center system receives the callback request and connects it to the company's dedicated customer service hotline. 3. The dedicated customer service representative verifies the user's identity, requests the customer to describe their inquiry, and then finds a suitable agent, such as the agent who previously called the user, and transfers the user's callback request to that agent. 5. After successful transfer, the user speaks with the agent. Additionally, if the agent transferred by the hotline is not the one who previously called the user, the user usually needs to repeat their description of the problem to the current agent.

[0035] Therefore, the current technology for handling user callback requests has several drawbacks. Firstly, the process is cumbersome and inconvenient. Secondly, when the agent being transferred is not the same agent who previously called the user, the user still needs to describe the problem again. This often prevents companies from responding to user requests in a timely manner, which could negatively impact user experience or even lead to user churn.

[0036] To address at least one problem in the related technologies, this disclosure provides a callback incoming line processing method, please refer to... Figure 1This is a flowchart of a callback incoming line processing method provided in an embodiment of this disclosure. This method can be applied to an electronic device, which can be a device running a call center system, or a device capable of communicating and interacting with a call center system. The electronic device can be, for example, a server, which can be a physical server or a virtual server.

[0037] like Figure 1 As shown, the callback incoming line processing method provided in this embodiment includes the following steps S101-S104, which will be described in detail below.

[0038] Step S101: Receive a callback incoming line request, wherein the callback incoming line request includes the user number of the callback user.

[0039] In this embodiment of the disclosure, a callback incoming line request is a call request sent by a callback user after receiving an outbound call from an agent by redialing the caller ID number, i.e., the outbound display number; wherein, the outbound display number refers to the number uniformly displayed on the user's terminal device when the agent calls the user through a certain line of the call center system.

[0040] For example, if Agent 1's extension number is 5001, when Agent 1 calls User 1 through the call center system's telemarketing line, regardless of whether the user answers, the outbound call display number corresponding to that telemarketing line will usually be displayed on the user's terminal device, such as the call log of a mobile phone. This outbound call display number could be, for example, "8679xxxx". After Agent 1 hangs up, User 1 can, as needed, send a callback request to the company's call center system by redialing the phone number to request to reconnect with the agent.

[0041] It should be noted that, depending on the different business operations within a company, a call center system can typically have multiple call lines, each corresponding to different business operations. For example, for a company whose main business is financial lending, its call center system can be set up with lines such as telemarketing lines and mediation lines. Among these, the telemarketing mediation line is used to facilitate payment collection from users.

[0042] Step S102: Determine the callback type corresponding to the callback incoming line request based on the user number;

[0043] Callback type is an identifier that indicates the type of incoming line used in a callback request.

[0044] That is, in this embodiment of the disclosure, the response speed of callback requests for different call lines in the call center system often varies depending on the importance of the business within the enterprise. For example, in financial lending companies, since calls from mediation lines may often affect the speed of user repayment, the response priority of mediation lines is often higher than that of other business lines in order to respond to the needs of such users in a timely manner.

[0045] In this embodiment of the disclosure, unless otherwise specified, taking the application of a call center system to a financial lending company as an example, the callback type can include at least a telemarketing type and a mediation type, wherein the telemarketing type corresponds to a telemarketing line, and the mediation type corresponds to a mediation line.

[0046] Step S103: Obtain the target extension number of the target agent, wherein the target agent belongs to the skill group used to handle the incoming or outgoing call requests corresponding to the callback type.

[0047] A skill group is a logically defined set of specific functions. Skill groups can be used to manage multiple agents with the same or similar skills. In a call center system, there are usually multiple skill groups. An agent can belong to only one skill group or can belong to multiple different skill groups at the same time.

[0048] In this embodiment of the disclosure, after determining the callback type corresponding to the callback incoming request based on the user number, it is not necessary to transfer the callback incoming request to the dedicated line customer service for transfer. Instead, based on the callback type, the target extension number of the target agent belonging to the skill group used to handle the incoming or outgoing call request corresponding to the callback type can be obtained. If the target extension number can be obtained, it is not necessary to transfer to the dedicated line customer service again. Instead, based on the target extension number, the following step S104 can be executed.

[0049] After step S103, step S104 is executed to establish a call connection between the target agent and the callback user based on the target extension number.

[0050] That is, in this embodiment of the present disclosure, after determining the callback type corresponding to the callback incoming request, the skill group corresponding to the callback type can be determined directly according to the callback type, and the electronic device can directly obtain an agent from the skill group as the target agent, and establish a call connection between the target agent and the callback user directly according to the target extension number of the target agent, thereby saving the cumbersome steps when the callback incoming request is transferred to the enterprise's dedicated customer service line, and simplifying the user's callback operation.

[0051] In some embodiments, after the electronic device receives the callback request from the callback user through step S101, since the electronic device usually needs to spend some time determining the target agent, in order to improve the user experience, after receiving the callback request, the electronic device can first connect the callback request to the Interactive Voice Response (IVR) application according to the user number and the pre-configured dialing plan, so that the IVR application can automatically broadcast a welcome message. The electronic device can execute step S102 during the IVR application's broadcast of the welcome message. The IVR application can be implemented based on a scripting language, such as Lua. The IVR application can broadcast the welcome message, or after the electronic device obtains the target extension number, it can receive the control command sent by the electronic device and establish a call connection between the callback user and the target agent according to the target extension number in the control command. After successfully establishing a call connection between the callback user and the target agent, the incoming path corresponding to the callback user can be displayed on the agent's interface. The incoming path can be, for example, "IVR short path: xx mediation customer incoming call". Therefore, according to the method provided in this embodiment, after receiving a callback request, the electronic device can avoid the problem of poor user experience caused by long waiting time by first connecting the callback request to the IVR application.

[0052] Please refer to Figure 2 This is a flowchart provided in this disclosure for determining the callback type. For example... Figure 2 As shown in this embodiment of the disclosure, the step S102 above, which involves determining the callback type corresponding to the callback incoming request based on the user number, may include the following steps S201-S202, which will be described in detail below.

[0053] Step S201: Using the user number in the callback incoming request as the query key, query the key-value (KV) target database for outbound call information of the agent corresponding to the user number and within a preset time range. The outbound call information of the agent includes the user category of the callback user and the outbound display number.

[0054] The target database can be a key-value database, such as a Redis database. This target database can be used to store the outbound call information of the agent corresponding to the current outbound call operation when the first agent makes an outbound call to a callback user. The first agent can be any agent.

[0055] The preset time range can be outbound call information from agents within a time range that is relatively close to the current time. For example, it can be outbound call information from agents within 3 days from the current time.

[0056] That is, considering that the first agent who has recently called a callback user is usually more familiar with the callback user's information, while unfamiliar agents who have not called a callback user often need to know the callback user's information before they can respond to the callback user, in order to avoid the problem of poor user experience caused by unfamiliar agents not being familiar with the callback user's information when talking to the callback user, in this embodiment of the disclosure, after an agent calls a user, regardless of whether the call is connected, the agent's outbound call information corresponding to the outbound call operation can be stored in a key-value target database, so that after receiving a user's callback incoming call request, the agent who recently called the user can be quickly retrieved from the target database based on the user's number.

[0057] The outbound call information of the agents can be stored in the target database in the form of key-value pairs. The key-value pairs can be based on the user's number as the key and the outbound call information as the value. For example, they can be stored in the Redis database in the form of <user number, outbound call information>. The data type of the outbound call information can be a map type. The outbound call information can at least include the user's user category, i.e., signType, and the outbound call display number.

[0058] In this embodiment of the disclosure, user categories can be divided into "present" and "absent". In addition, when user categories exist, user categories can be represented by the product identifier of the product used by the user, the risk identifier of the user, the product identifier + risk identifier, and the mediation identifier. The mediation identifier indicates that the user is a user awaiting repayment.

[0059] That is, in this embodiment, after receiving a callback request, the electronic device can use the user number of the callback user as a query key to query the target database to see if there is any outbound call information of the agent corresponding to the user number and within a preset time range, such as within 3 days from the current time, so as to select the agent who has called the callback user recently as the target agent.

[0060] Step S202: The first callback type corresponding to the user category and / or the second callback type corresponding to the outbound call display number are used as the callback type corresponding to the callback incoming request.

[0061] In this implementation, when determining the callback type corresponding to the callback incoming request based on the user category or the outbound call display number, the first callback type can be obtained by querying the first mapping data in the pre-stored data according to the user category, or the second callback type can be obtained by querying the second mapping data in the pre-stored data according to the outbound call display number, and the first callback type and / or the second callback type can be used as the callback type corresponding to the callback incoming request.

[0062] The first mapping data reflects the correspondence between user categories and callback types; the second mapping data reflects the correspondence between outbound call display numbers and second callback types.

[0063] In this embodiment of the disclosure, the callback type corresponding to the callback incoming line request can be determined based on the user category of the callback user, and / or based on the outgoing call display number. That is, since the outgoing call display number (i.e., the incoming call number) displayed in the user's call record often differs depending on the call line used by the agent when making outgoing calls, the callback type can be directly determined based on the outgoing call display number. In addition, considering that agents generally set the user category when making outgoing calls, for example, when an agent uses a mediation line to make outgoing calls to promote user payment, the agent can set the user's user category to the mediation category after completing the outgoing call and store the mediation category as part of the agent's outgoing call information in the target database. In this way, after receiving the callback incoming line request from the callback user, the electronic device can query the corresponding agent's outgoing call information based on the user number and determine the current callback type based on the user category in the agent's outgoing call information.

[0064] As can be seen from the above description, the method provided in this embodiment stores the user number and the corresponding agent outbound information in a key-value target database in the form of key-value pairs after the agent makes an outbound call to the user. This allows the electronic device to quickly query the corresponding agent outbound information based on the user number of the user making the call, determine the callback type corresponding to the current request based on the agent outbound information, and then quickly and accurately determine the target agent based on the callback type.

[0065] Please refer to Figure 3 This is a first flowchart provided in an embodiment of the present disclosure for obtaining a target extension number. Figure 3As shown, in some embodiments, the outbound call information of the agent may also include a first skill group and a first extension number. The first skill group is the skill group to which the first agent belongs when making an outbound call to a callback user, and the first extension number is the extension number used by the first agent when making an outbound call to a callback user. In this embodiment, obtaining the target extension number of the target agent in step S103 above may include: step S301, obtaining the current skill group to which the first agent belongs at the current moment; step S302, determining the target extension number based on the first extension number when the callback type is a preset type and the first skill group and the current skill group are consistent; and, when the callback type is a preset type and the first skill group and the current skill group are inconsistent, executing step S303, selecting an agent who is online and idle from the preset set of candidate agents as the second agent, determining the second agent as the target agent, and obtaining the second extension number used by the second agent as the target extension number, wherein the skill groups to which the agents in the set of candidate agents belong correspond to the callback types.

[0066] In this embodiment, considering that different services correspond to different lines, and due to limited call resources, to avoid resource waste, step S103 can be executed only when the callback type is a preset type, such as mediation, according to the importance or priority of the service. Otherwise, the callback request can still be transferred to the enterprise's dedicated customer service line. It should be noted that this embodiment is illustrated using mediation as the callback type, i.e., the preset type is mediation. In actual implementation, the preset type can also be other types. That is, depending on the priority of services within the enterprise, the preset type can be one or more, which is not specifically limited here.

[0067] Furthermore, considering that the skill group to which the first agent who previously made outbound calls to a callback user belongs may change, i.e., the first agent has been transferred to another group and no longer handles calls from that type of callback user, in this embodiment of the disclosure, after querying the outbound call information of the first agent who made outbound calls to the callback user within a preset time range based on the callback user's user number, the current skill group to which the first agent belongs at the current moment can be queried first. If the current skill group is the same as the first skill group when the first agent made outbound calls to the callback user, the target extension number can be determined based on the first agent's first extension number; otherwise, a second agent who is currently online and still in an idle state can be selected from the set of candidate agents, and the second agent can be used as the target agent, and the extension number used by the second agent can be used as the target extension number.

[0068] In some embodiments, determining the target extension number based on the first extension number in step S302 above may include, for example: Figure 4The following steps are shown: Step S302-1, determine whether a first extension number exists in the call center system at the current time; if a first extension number exists, execute step S302-2, determine whether a first agent is online; if the first agent is online, execute step S302-3, determine the first agent as the target agent, and use the first extension number as the target extension number; if the first agent is offline, execute step S303, that is, select an agent who is online and idle from a preset set of candidate agents as the second agent, determine the second agent as the target agent, and obtain the second extension number used by the second agent as the target extension number.

[0069] That is, considering that even if the skill group of the first agent who recently made a call back to the user has not changed, the extension number of the first agent may no longer be used due to system adjustments. Therefore, after obtaining the first extension number, we can first check whether the first extension number still exists in the system. If it does not exist, it means that the first agent may no longer handle user calls due to business adjustments. At this time, the target extension number can be determined based on the set of alternative agents. If the first extension number still exists in the system, it means that the first agent can still handle user calls. At this time, we can confirm whether the first agent is currently online. If the first agent is currently online, the first extension number can be used as the target extension number, and the call back request can be connected to the target agent by executing step S104, that is, a call connection is established between the call back user and the target agent.

[0070] In addition, if the first agent who recently made an outbound call to the callback user no longer handles the call, or if the agent can handle the call but is unable to do so due to a short break or being offline, in order to avoid the callback user waiting for a long time, in this embodiment of the disclosure, an online and idle agent can be selected from a preset set of alternative agents, i.e., a fallback set of agents, as the second agent. This second agent is then designated as the target agent, and the second extension number used by the second agent is designated as the target extension number. A call connection between the callback user and the target agent is then established based on the target extension number.

[0071] The above explains how to obtain the target extension number after determining the callback type corresponding to the callback incoming request. It should be noted that in the above embodiments, after determining the callback type, the target agent for handling the callback incoming request is determined from the target database based on pre-set business logic, thus obtaining the target extension number. However, considering certain special cases, such as a callback user being dissatisfied with the service provided by the agent who recently called them and wanting to change agents, the above process often cannot accurately meet the callback user's needs; or, for example, although a second agent randomly selected from the candidate agent set can respond to the callback user, it may not necessarily meet the user's needs. Therefore, please refer to... Figure 5 This is a third flowchart provided in this embodiment for obtaining a target extension number. Specifically, to further improve the accuracy of the target extension number so that its corresponding target agent can better match the callback needs of the user, in this embodiment, the target extension number can also be obtained based on the following steps S501-S503:

[0072] Step S501: Obtain user feature information of the callback user, wherein the user feature information includes feature information extracted based on the historical behavior data of the callback user.

[0073] Historical behavioral data can be data obtained by electronic devices with the user's consent that reflects the user's behavior when talking to an agent before the current moment. This historical behavioral data may include the user's basic attributes, such as gender and age, as well as one or more of the following: call duration, consultation events, and service satisfaction.

[0074] In this implementation, the user feature information can be obtained through the following steps: inputting the historical behavior data into a pre-trained feature extraction model for feature extraction processing to obtain the user feature information.

[0075] Step S502: Based on the callback type, obtain a set of candidate agents, wherein the skill group to which the agents in the candidate agent set belong corresponds to the callback type, and they are currently online and idle.

[0076] Step S503: Obtain the target extension number based on user characteristic information and the candidate agent set.

[0077] That is, in this implementation, the target extension number can be determined from the candidate agent set based on the user characteristic information of the callback user in the callback incoming line request. Since the user characteristic information is extracted based on the historical behavior data of the callback user, it can reflect the user's callback needs to the greatest extent. Based on the user characteristic information, the target agent is determined from the candidate agent set, and then the target extension number is determined, so that the electronic device can respond to the user's needs more accurately, thereby reducing the user's callback operation.

[0078] In some embodiments, the step S503 above, which describes obtaining the target extension number based on user feature information and a candidate agent set, may include: calculating a matching value between the user feature information and the agent feature information of the agents in the candidate agent set, determining the agents whose matching values ​​meet preset conditions as target agents, and using the extension number used by the target agents as the target extension number; wherein, the agent feature information is extracted based on the agent's outbound call information and describes the agent's features from at least two dimensions: processing time and processing events.

[0079] The preset condition can be that the matching value is greater than or equal to a preset threshold. The preset threshold can be set according to the situation, for example, it can be 80%.

[0080] In this embodiment, after an agent completes a call with a user, the electronic device can obtain the agent's outbound call information from the target database, and extract and update the agent's corresponding agent feature information based on the outbound call information. In this way, when a callback request is received from a callback user, the electronic device can automatically calculate the matching value between each user feature information and the agent feature information of each agent in the candidate agent set based on the user feature information of the callback user, so as to determine the target agent according to the matching value.

[0081] In some embodiments, the matching value can be obtained based on the following steps: inputting user feature information and seat feature information of each agent into a pre-trained matching value calculation model to obtain the matching value.

[0082] The matching value calculation model can be constructed based on decision trees, ranking learning algorithms, or recommendation algorithms. In this embodiment, the matching value calculation model can be a model trained based on the Multi-Layer Perceptron (MLP) algorithm and the Long Short-Term Memory (LSTM) algorithm. The matching value calculation model can calculate the matching degree of the input user feature information and agent feature information in various dimensions, such as time dimension, event dimension, etc., and output the matching value by weighting the matching degree of each dimension.

[0083] It should be noted that, in some embodiments, when obtaining the target extension number, it is also possible to: obtain the voice data corresponding to the callback incoming line request; obtain the current emotion type of the callback user based on the user's voice data; and obtain the target extension number based on the callback type and the emotion type.

[0084] That is, since a user's mood often directly affects the ease of the user's conversation, in order to provide better call services to users and reduce the difficulty for agents when dealing with customers, in some embodiments, upon receiving a callback request, the voice data of the callback user can be obtained and input into a pre-trained emotion classification prediction model to predict the current emotion type of the callback user. Then, based on the emotion type, the target agent can be determined from the candidate agent set corresponding to the callback type, and the extension number used by the target agent can be used as the target extension number. The candidate agent set can be a set of agents whose skill group corresponds to the callback type and are currently online and idle.

[0085] In this implementation, the voice data of the callback user can be collected by an interactive voice response application upon receiving a callback request; no special limitation is made on the form of voice data acquisition here.

[0086] In addition, when determining the target seat from the candidate seat set corresponding to the callback type based on the emotion type, it can be done by selecting any seat whose corresponding seat label matches the emotion type from the candidate seat set as the target seat.

[0087] Among them, the agent tag can be information extracted from the agent's historical behavior data by electronic devices, such as information reflecting the types of customers the agent is good at connecting with, extracted from historical outbound call information.

[0088] As can be seen, based on the method provided in this disclosure, by obtaining the emotion type of the caller based on the voice data of the user, the electronic device can more effectively identify the target agent, thereby improving the user experience and reducing the difficulty for the agent to communicate with the user, thus improving the agent's work efficiency.

[0089] In addition, in this embodiment, after obtaining the target extension number based on the callback type and emotion type of the callback user, and establishing a call connection between the target agent and the callback user based on the target extension number, the method further includes: collecting the callback user's interactive voice data during the call between the target agent and the callback user; analyzing the callback user's real-time emotion type based on the interactive voice data; and recommending a response text to the target agent based on the real-time emotion type and the interactive voice data.

[0090] That is, after establishing a call connection between the target agent and the callback user, in order to enable the agent to provide high-quality service to the callback user, the electronic device can analyze the callback user's interactive voice in real time to obtain its real-time emotion type. Based on the real-time emotion type and the interactive voice data, a corresponding response text can be generated for the target agent to choose from, thereby improving the agent's work efficiency and promoting the target agent to provide high-quality service to the callback user.

[0091] The above provides a detailed explanation of how to accurately obtain the target extension number of the target agent after determining the callback type corresponding to the callback incoming line request. It should be noted that in actual implementation, one or more of the above embodiments can be used in combination, and no special limitation is made here.

[0092] As can be seen from the above description, the method provided in this embodiment stores the agent's outbound call information in the target database in the form of key-value pairs when the agent makes an outbound call to a user. This allows the electronic device to obtain the agent's call information of the first agent who has made outbound calls to the user within a preset time range from the target database after receiving a callback request, based on the user's number. This enables the accurate determination of the callback type, and the rapid and accurate determination of the target extension number based on the callback type. The callback request is then routed to the target agent based on the target extension number, thereby quickly responding to the user's request.

[0093] Please refer to Figure 6 This is a flowchart for establishing a call connection provided in an embodiment of this disclosure. For example... Figure 6 As shown, in some embodiments, the step S104 above, which establishes a call connection between the target agent and the callback user based on the target extension number, may include: step S601, which sends a callback request to the target agent based on the target extension number and displays an access prompt on the target agent's agent interface; and step S602, which establishes a call connection between the target agent and the callback user if the target agent agrees to accept the incoming call.

[0094] The access notification message can be an incoming call reminder displayed on the agent's interface, prompting the target agent to confirm whether they agree to allow the call to proceed.

[0095] That is, in this implementation, if the target agent agrees to accept the incoming call, the electronic device can directly establish a call connection between the target agent and the callback user.

[0096] Please continue reading. Figure 6Considering that the target agent may not agree to accept the call, for example, if the target agent is currently online but is handling other calls, the target agent cannot handle two calls simultaneously. Therefore, the target agent can choose to refuse to accept the call. In this case, to avoid directly hanging up the phone and causing a poor user experience, the electronic device can execute step S603 to determine whether there is an agent who is online and idle according to the preset set of alternative agents. If there is, step S604 is executed to update the target agent and target extension number, and step S104 is executed again. If there is no agent, step S605 is executed to generate and store the missed call record corresponding to the callback request. The missed call record is used for the corresponding agent to make outbound callbacks to the user.

[0097] In some embodiments, if the target agent refuses to accept the call, the electronic device can select a third agent who is online and idle from a preset set of alternative agents, update the third agent as the target agent, and update the third extension number of the third agent to the target extension number to re-establish the call connection between the callback user and the updated target agent, avoiding direct disconnection and affecting user experience. Alternatively, if there is no suitable agent in the set of alternative agents, for example, if the callback user's callback request is outside the agent's working hours, the call center system often cannot obtain the target agent. In this case, the electronic device can choose to directly disconnect the callback request, while generating and storing a missed call record corresponding to the callback request. This missed call record can be displayed to the agent when the agent is working or idle, allowing the agent to determine whether to call the callback user and respond to the user's request in a timely manner.

[0098] In addition, in some embodiments, if the target agent is not the first agent who has called back the user within a preset time range, after performing the above step S104, the method further includes: displaying the back call user information and / or the short path of the incoming call on the target agent's agent interface; wherein, the back call user information and / or the short path of the incoming call is used for the target agent to obtain the historical communication information and call requests of the back call user.

[0099] In summary, the callback incoming call processing method provided in this embodiment allows electronic devices to handle user callback incoming call requests without having to transfer the request to the enterprise's dedicated customer service hotline. Instead, the device can obtain the callback type and directly retrieve the target extension number of the target agent belonging to the skill group that handles the incoming or outgoing call requests corresponding to that callback type. This allows for the direct establishment of a call connection between the callback user and the target agent based on the target extension number, thereby improving the response speed to the callback incoming call request and enhancing the user experience.

[0100] It is understood that the various method embodiments mentioned above in this disclosure can be combined with each other to form combined embodiments without violating the principle and logic. Due to space limitations, this disclosure will not elaborate further. Those skilled in the art will understand that in the above methods of specific implementation, the specific execution order of each step should be determined by its function and possible internal logic.

[0101] In addition, this disclosure also provides a callback incoming line processing device, electronic device, and computer-readable storage medium, all of which can be used to implement any of the callback incoming line processing methods provided in this disclosure. The corresponding technical solutions and descriptions are described in the corresponding descriptions in the method section, and will not be repeated here.

[0102] Figure 7 This is a block diagram of a callback incoming line processing device provided in an embodiment of the present disclosure.

[0103] Reference Figure 7 This disclosure provides a callback incoming line processing device 700, which includes: a receiving unit 701, a determining unit 702, an extension number acquisition unit 703, and a call connection establishment unit 704.

[0104] The receiving unit 701 is used to receive a callback incoming line request, wherein the callback incoming line request includes the user number of the callback user.

[0105] The determining unit 702 is used to determine the callback type corresponding to the callback incoming request based on the user number;

[0106] The extension number acquisition unit 703 is used to acquire the target extension number of the target agent, wherein the target agent belongs to the skill group used to handle the incoming or outgoing call requests corresponding to the callback type.

[0107] The call connection establishment unit 704 is used to establish a call connection between the target agent and the callback user based on the target extension number.

[0108] In some embodiments, when determining the callback type corresponding to the callback incoming request based on the user number, the determining unit 702 can be used to: determine the callback type corresponding to the callback incoming request based on the user number, including: using the user number in the callback incoming request as the query key, querying from the key-value target database the agent outbound call information corresponding to the user number and within a preset time range; wherein, the agent outbound call information includes the user category and outbound display number of the callback user; and using the first callback type corresponding to the user category, and / or the second mapping data corresponding to the outbound display number as the callback type corresponding to the callback incoming request.

[0109] In some embodiments, the outbound call information of the agent also includes a first skill group and a first extension number. The first skill group is the skill group to which the first agent belongs when making an outbound call to a callback user, and the first extension number is the extension number used by the first agent when making an outbound call to a callback user. When obtaining the target extension number of the target agent, the extension number acquisition unit 703 can be used to: obtain the current skill group to which the first agent belongs at the current moment, and determine the target extension number based on the first extension number if the callback type is a preset type and the first skill group and the current skill group are consistent; if the callback type is a preset type and the first skill group and the current skill group are inconsistent, select an agent who is online and idle from a preset set of candidate agents as the second agent, and obtain the second extension number used by the second agent as the target extension number, wherein the skill groups to which the agents in the set of candidate agents belong correspond to the callback types.

[0110] In some embodiments, when determining the target extension number based on the first extension number, the extension number acquisition unit 703 may be used to: determine whether the first extension number exists in the call center system at the current time; if the first extension number exists, determine whether the first agent is online; if the first agent is online, determine the first agent as the target agent and use the first extension number as the target extension number; if the first agent is offline, select a second agent from a preset set of candidate agents and obtain the second extension number used by the second agent as the target extension number.

[0111] In some embodiments, when obtaining the target extension number of the target agent, the extension number acquisition unit 703 may be used to: acquire user feature information of the callback user, wherein the user feature information includes feature information extracted based on the historical behavior data of the callback user; acquire a candidate agent set according to the callback type, wherein the skill group to which the agents in the candidate agent set belong corresponds to the callback type, and they are currently online and idle; and obtain the target extension number according to the user feature information and the candidate agent set.

[0112] In some embodiments, when the extension number acquisition unit 703 obtains the target extension number based on user feature information and a candidate agent set, it can be used to: calculate the matching value between the user feature information and the agent feature information of the agents in the candidate agent set, determine the agent whose matching value meets the preset conditions as the target agent, and use the extension number used by the target agent as the target extension number; wherein, the agent feature information is the feature information of the agent extracted based on the agent's outbound call information, which describes the agent's features from at least two dimensions: processing time and processing events.

[0113] In some embodiments, when establishing a call connection between a target agent and a callback user based on a target extension number, the call connection establishment unit 704 may be used to: send a callback request to the target agent based on the target extension number and display access prompt information on the target agent's agent interface; and establish a call connection between the target agent and the callback user if the target agent agrees to accept the incoming call.

[0114] Figure 8 This is a block diagram of an electronic device provided in an embodiment of the present disclosure.

[0115] Reference Figure 8 This disclosure provides an electronic device 800, which includes: at least one processor 801; at least one memory 802; and one or more I / O interfaces 803 connected between the processor 801 and the memory 802; wherein the memory 802 stores one or more computer programs that can be executed by the at least one processor 801, and the one or more computer programs are executed by the at least one processor 801 to enable the at least one processor 801 to perform the above-described callback incoming line processing method.

[0116] This disclosure also provides a computer-readable storage medium storing a computer program thereon, wherein the computer program, when executed by a processor, implements the above-described callback line processing method. The computer-readable storage medium may be volatile or non-volatile.

[0117] This disclosure also provides a computer program product, including computer-readable code, or a non-volatile computer-readable storage medium carrying computer-readable code, wherein when the computer-readable code is run in a processor of an electronic device, the processor in the electronic device executes the above-described callback incoming line processing method.

[0118] Those skilled in the art will understand that all or some of the steps, systems, and apparatuses disclosed above, and their functional modules / units, can be implemented as software, firmware, hardware, or suitable combinations thereof. In hardware implementations, the division between functional modules / units mentioned above does not necessarily correspond to the division of physical components; for example, a physical component may have multiple functions, or a function or step may be performed collaboratively by several physical components. Some or all physical components may be implemented as software executed by a processor, such as a central processing unit, digital signal processor, or microprocessor, or as hardware, or as an integrated circuit, such as an application-specific integrated circuit (ASIC). Such software can be distributed on a computer-readable storage medium, which may include computer storage media (or non-transitory media) and communication media (or transient media).

[0119] As is known to those skilled in the art, the term computer storage medium includes volatile and non-volatile, removable and non-removable media implemented in any method or technology for storing information (such as computer-readable program instructions, data structures, program modules, or other data). Computer storage media includes, but is not limited to, random access memory (RAM), read-only memory (ROM), erasable programmable read-only memory (EPROM), static random access memory (SRAM), flash memory or other memory technologies, portable compact disc read-only memory (CD-ROM), digital versatile disc (DVD) or other optical disc storage, magnetic cartridges, magnetic tape, disk storage or other magnetic storage devices, or any other medium that can be used to store desired information and is accessible to a computer. Furthermore, it is known to those skilled in the art that communication media typically contain computer-readable program instructions, data structures, program modules, or other data in modulated data signals such as carrier waves or other transmission mechanisms, and may include any information delivery medium.

[0120] The computer-readable program instructions described herein can be downloaded from computer-readable storage media to various computing / processing devices, or downloaded via a network, such as the Internet, local area network, wide area network, and / or wireless network, to an external computer or external storage device. The network may include copper transmission cables, fiber optic transmission, wireless transmission, routers, firewalls, switches, gateway computers, and / or edge servers. A network adapter card or network interface in each computing / processing device receives the computer-readable program instructions from the network and forwards them to the computer-readable storage media in the respective computing / processing device.

[0121] Computer program instructions used to perform the operations of this disclosure may be assembly instructions, instruction set architecture (ISA) instructions, machine instructions, machine-dependent instructions, microcode, firmware instructions, status setting data, or source code or object code written in any combination of one or more programming languages, including object-oriented programming languages ​​such as Smalltalk, C++, etc., and conventional procedural programming languages ​​such as the "C" language or similar programming languages. The computer-readable program instructions may execute entirely on the user's computer, partially on the user's computer, as a standalone software package, partially on the user's computer and partially on a remote computer, or entirely on a remote computer or server. In cases involving a remote computer, the remote computer may be connected to the user's computer via any type of network—including a local area network (LAN) or a wide area network (WAN)—or may be connected to an external computer (e.g., via the Internet using an Internet service provider). In some embodiments, electronic circuitry, such as programmable logic circuitry, field-programmable gate arrays (FPGAs), or programmable logic arrays (PLAs), is personalized by utilizing the status information of the computer-readable program instructions to implement various aspects of this disclosure.

[0122] The computer program product described herein can be implemented specifically through hardware, software, or a combination thereof. In one alternative embodiment, the computer program product is specifically embodied in a computer storage medium; in another alternative embodiment, the computer program product is specifically embodied in a software product, such as a software development kit (SDK), etc.

[0123] Various aspects of this disclosure are described herein with reference to flowchart illustrations and / or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of this disclosure. It should 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-readable program instructions.

[0124] These computer-readable program instructions can be provided to a processor of a general-purpose computer, a special-purpose computer, or other programmable data processing apparatus to produce a machine such that, when executed by the processor of the computer or other programmable data processing apparatus, they create means for implementing the functions / actions specified in one or more blocks of the flowchart and / or block diagram. These computer-readable program instructions can also be stored in a computer-readable storage medium that causes a computer, programmable data processing apparatus, and / or other device to operate in a particular manner; thus, the computer-readable medium storing the instructions comprises an article of manufacture that includes instructions for implementing aspects of the functions / actions specified in one or more blocks of the flowchart and / or block diagram.

[0125] Computer-readable program instructions may also be loaded onto a computer, other programmable data processing apparatus, or other device to cause a series of operational steps to be performed on the computer, other programmable data processing apparatus, or other device to produce a computer-implemented process, thereby causing the instructions executed on the computer, other programmable data processing apparatus, or other device to perform the functions / actions specified in one or more boxes of a flowchart and / or block diagram.

[0126] The flowcharts and block diagrams in the accompanying drawings illustrate the architecture, functionality, and operation of possible implementations of systems, methods, and computer program products according to various embodiments of the present disclosure. In this regard, each block in a flowchart or block diagram may represent a module, segment, or portion of an instruction containing one or more executable instructions for implementing a specified logical function. In some alternative implementations, the functions marked in the blocks may occur in a different order than those shown in the drawings. For example, two consecutive blocks may actually be executed substantially in parallel, and they may sometimes be executed in reverse order, depending on the functions involved. It should also be noted that each block in the block diagrams and / or flowcharts, and combinations of blocks in the block diagrams and / or flowcharts, may be implemented using a dedicated hardware-based system that performs the specified function or action, or using a combination of dedicated hardware and computer instructions.

[0127] Example embodiments have been disclosed herein, and while specific terminology has been used, it is for illustrative purposes only and should be construed as such, and is not intended to be limiting. In some instances, it will be apparent to those skilled in the art that features, characteristics, and / or elements described in connection with particular embodiments may be used alone, or in combination with features, characteristics, and / or elements described in connection with other embodiments, unless otherwise expressly indicated. Therefore, those skilled in the art will understand that various changes in form and detail may be made without departing from the scope of this disclosure as set forth by the appended claims.

Claims

1. A method for processing callback incoming lines, characterized in that, include: Receive a callback incoming line request, wherein the callback incoming line request includes the user number of the callback user; Based on the user number, determine the callback type corresponding to the callback incoming request. The callback type is a preset type determined based on importance or priority. Obtain the target extension number of the target agent, wherein the target agent belongs to the skill group used to handle the incoming or outgoing call requests corresponding to the callback type; Establish a call connection between the target agent and the callback user based on the target extension number; The step of determining the callback type corresponding to the callback incoming request based on the user number includes: Using the user number in the callback incoming line request as the query key, query the key-value target database for agent outbound call information that corresponds to the user number and is within a preset time range. The agent outbound call information includes the user category and outbound display number of the callback user. The first callback type corresponding to the user category, and / or the second callback type corresponding to the outbound call display number, shall be used as the callback type corresponding to the callback incoming request.

2. The method according to claim 1, characterized in that, The outbound call information of the agent also includes a first skill group and a first extension number. The first skill group is the skill group to which the first agent belongs when making an outbound call to the callback user, and the first extension number is the extension number used by the first agent when making an outbound call to the callback user. The process of obtaining the target extension number of the target agent includes: Get the current skill group to which the first agent belongs at the current moment; When the callback type is a preset type and the first skill group and the current skill group are the same, the target extension number is determined according to the first extension number; When the callback type is a preset type and the first skill group and the current skill group are inconsistent, a seat that is online and idle is selected from the preset set of alternative seats as the second seat, the second seat is determined as the target seat, and the second extension number used by the second seat is obtained as the target extension number. The skill group to which the seats in the alternative seat set belong corresponds to the callback type.

3. The method according to claim 2, characterized in that, Determining the target extension number based on the first extension number includes: Determine whether the first extension number exists in the call center system at the current moment; If the existence of the first extension number is confirmed, determine whether the first agent is online; If the first agent is online, the first agent is identified as the target agent, and the first extension number is used as the target extension number. When the first agent is offline, the second agent is selected from a preset set of alternative agents, the second agent is determined as the target agent, and the second extension number used by the second agent is obtained as the target extension number.

4. The method according to claim 1, characterized in that, The process of obtaining the target extension number of the target agent includes: Obtain the user feature information of the callback user, wherein the user feature information includes feature information extracted based on the historical behavior data of the callback user; According to the callback type, a set of candidate agents is obtained, wherein the skill group to which the agents in the candidate agent set belong corresponds to the callback type, and they are currently online and idle. The target extension number is obtained based on the user characteristic information and the candidate agent set.

5. The method according to claim 4, characterized in that, Obtaining the target extension number based on the user characteristic information and the candidate agent set includes: Calculate the matching value between the user feature information and the seat feature information of the seats in the candidate seat set, determine the seats whose matching value meets the preset conditions as target seats, and use the extension number used by the target seat as the target extension number; The seat feature information is extracted from the seat's outbound call information and describes the seat's features from at least two dimensions: processing time and processing events.

6. The method according to claim 1, characterized in that, The step of establishing a call connection between the target agent and the callback user based on the target extension number includes: Based on the target extension number, the callback request is routed to the target agent, and an access prompt is displayed on the target agent's agent interface. If the target agent agrees to accept the incoming call, a call connection is established between the target agent and the callback user.

7. A callback incoming line processing device, characterized in that, include: A receiving unit is configured to receive a callback incoming line request, wherein the callback incoming line request includes the user number of the callback user; The determining unit is configured to determine the callback type corresponding to the callback incoming request based on the user number, wherein the callback type is a preset type determined based on importance or priority; Extension number acquisition unit is used to acquire the target extension number of the target agent when the callback type meets the preset conditions, wherein the target agent belongs to the skill group used to process the incoming or outgoing call requests corresponding to the callback type. A call connection establishment unit is used to establish a call connection between the target agent and the callback user based on the target extension number. The determining unit is further configured to: Using the user number in the callback incoming line request as the query key, query the key-value target database for agent outbound call information that corresponds to the user number and is within a preset time range. The agent outbound call information includes the user category and outbound display number of the callback user. The first callback type corresponding to the user category, and / or the second callback type corresponding to the outbound call display number, shall be used as the callback type corresponding to the callback incoming request.

8. An electronic device, characterized in that, include: At least one processor; as well as A memory communicatively connected to the at least one processor; wherein, The memory stores one or more computer programs that can be executed by the at least one processor, the one or more of the computer programs being executed by the at least one processor to enable the at least one processor to perform the callback incoming line processing method as described in any one of claims 1-6.

9. A computer-readable storage medium having a computer program stored thereon, characterized in that, When the computer program is executed by the processor, it implements the callback incoming line processing method as described in any one of claims 1-6.

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