An express hotline calling method, device, equipment and medium

Abstract

The application relates to an express hotline calling method, device, equipment and medium, which comprises the following steps: when it is determined according to a business type that an express waybill number does not need to be collected, a first call transfer route is generated to solve a customer problem by using a robot; when the express waybill number needs to be collected, express waybill information is acquired; when it is determined according to the express waybill information and a calling number in calling information that the express waybill is a special express waybill, the customer telephone of the special express waybill is controlled to be answered in time by a headquarters according to the calling number and the calling information; when the express waybill is not the special express waybill, the calling information is transferred to a current network point according to current network point information corresponding to the express waybill information when the current network point satisfies a transfer condition; and if the transfer condition is not satisfied, the calling information is controlled to be transferred to a superior network point in combination with corresponding provincial network point busy information and headquarters busy information. According to the application, corresponding transfer routes are distributed in combination with specific hotline conditions, the hotline transfer efficiency is improved, and customer problems can be solved in time.

Description

Technical Field

[0001] This application relates to the technical field of express delivery hotline calls, and in particular to a method, apparatus, equipment and medium for express delivery hotline calls. Background Technology

[0002] With the rapid development of the express delivery business and the intensification of competition, the quality of express delivery services has become one of the core competencies of express delivery companies. Providing reasonable call transfer routes and ensuring that users can call in a timely manner are important aspects for express delivery companies to improve the quality of their services.

[0003] However, the relevant technologies mainly answer hotlines sequentially according to the time of incoming calls, resulting in customer queuing without any distinction. When the transfer routes for different hotlines are not allocated reasonably, it can easily lead to low answering efficiency and customer problems cannot be resolved in a timely manner.

[0004] Therefore, how to improve the efficiency of hotline transfer has become an urgent problem to be solved by those skilled in the art. Summary of the Invention

[0005] To improve the transfer efficiency of call hotlines, this application provides a method, apparatus, electronic device, and readable storage medium for making express hotline calls.

[0006] Firstly, this application provides a method for calling a courier hotline, employing the following technical solution:

[0007] Obtain call information, which carries the caller's number and service type. Based on the service type, determine whether it is necessary to collect waybill information. If it is not necessary to collect waybill information, generate a first call transfer route. The first call transfer route is used to control the robot to answer the call information.

[0008] If it is necessary to collect waybill information, the waybill information is obtained. Based on the caller ID and the waybill information, it is determined whether the waybill corresponding to the waybill information is a special waybill. If it is a special waybill, a second call transfer route is generated based on the caller ID and the waybill information. The second call transfer route is used for the headquarters to prioritize answering the call information.

[0009] If it is not a special waybill, then obtain the current branch information corresponding to the waybill information;

[0010] Based on the current branch information, it is determined whether the current branch meets the transfer conditions. If the current branch meets the transfer conditions, a third call transfer route is generated. The third call transfer route is used to control the current branch to prioritize answering the call information.

[0011] If the current branch does not meet the transfer conditions, then the busy information of the provincial branch and the busy information of the headquarters corresponding to the current branch are obtained, and a fourth call transfer route is generated based on the waybill information, the busy information of the provincial branch and the busy information of the headquarters. The fourth call transfer route is used to control the provincial branch or the headquarters to prioritize answering the call information. The busy information includes: the number of logged-in agent accounts, the number of agents currently on a call, and the total number of calls answered that day.

[0012] By adopting the above technical solution, the caller ID and service type are obtained. When the service type does not require the collection of the waybill number, a first call transfer route is generated to utilize a robot to resolve customer issues. When the service type requires the collection of the waybill number, the waybill information is obtained. When the waybill is determined to be a special waybill based on the caller ID in the waybill information and call information, a first call transfer route is generated based on the caller ID and call information. By generating the first call transfer route, customer calls for special waybills can be answered by headquarters in a timely manner, improving the efficiency of answering calls for special waybills and enhancing customer experience. When the waybill is determined to be a special waybill based on the caller ID in the waybill information and call information... After a special waybill is issued, the system determines whether the current branch meets the transfer conditions based on the waybill information. If the conditions are met, the call can be transferred to the current branch, enabling rapid call transfer and avoiding long waiting times for customers. If the current branch does not meet the transfer conditions, a fourth call transfer route is generated by combining the provincial branch busy information and the headquarters busy information, so that the superior branch can transfer the call. It can be seen that this solution determines the call transfer route by judging the business type, special waybill, transfer conditions, and busy information, reducing the low transfer efficiency caused by related technologies that only transfer call information based on time sequence.

[0013] In one possible implementation, obtaining the current branch information corresponding to the waybill information includes:

[0014] The waybill status is obtained based on the waybill information, and the current branch information corresponding to the waybill status is determined based on the waybill status information. The waybill status includes: not transported, in transit, and transport completed.

[0015] By adopting the above technical solution, the status of a waybill is obtained based on the waybill information. Since the waybill status is different, the network point where the waybill is located is also different. Therefore, the current network point information corresponding to the waybill status is determined based on the waybill status information. The method of determining the current network point information of the waybill is simple and has a high accuracy rate.

[0016] In one possible implementation, after generating the fourth call transfer route based on the waybill information, provincial / regional branch busy information, and headquarters busy information, the method further includes:

[0017] The system obtains several transfer information generated after receiving several call information through the fourth call transfer route. The transfer information includes unresolved waybill information and resolved waybill information.

[0018] Based on the service type corresponding to each of the call information of the fourth call transfer route, the transfer information is divided into multiple transfer information sets, wherein each transfer information set corresponds to a unique service type.

[0019] For the transfer information set corresponding to the service type of the acquired call information, determine whether there is any unresolved waybill information in the transfer information set; if so, determine whether the proportion of unresolved waybill information in the transfer information set is greater than a preset maximum proportion threshold; if so, update the fourth call transfer route.

[0020] By adopting the above technical solution, the fourth call transfer route can sequentially receive multiple call messages. After receiving several call messages using the fourth call transfer route, several transfer messages are generated. Based on the service type corresponding to each call message on the fourth call transfer route, the transfer messages are accurately divided into multiple transfer message sets. Then, it is determined whether the proportion of unresolved waybill information in the transfer message set corresponding to the service type of the received call message is greater than a preset maximum threshold. If it is greater, it indicates that if the current call message is continued to be transferred using the fourth call transfer route, it may take a long time. Therefore, the fourth call transfer route can be updated to reduce the waiting time of the current call message, which can further improve transfer efficiency and improve user experience.

[0021] In one possible implementation, updating the fourth call transfer route includes:

[0022] A fifth call transfer route is generated, wherein the fifth call transfer route is the updated fourth call transfer route, and the fifth call transfer route is used to control the target branch to receive the obtained call information;

[0023] Wherein, when the fourth call transfer route is used to control the provincial network point to answer the call information, the target network point is the headquarters; when the fourth call transfer route is used to control the headquarters to answer the call information, the target network point is the provincial network point.

[0024] By adopting the above technical solution, when the original fourth call transfer route is to control the provincial network to answer the call information, it is updated to the headquarters to answer; when the original fourth call transfer route is to control the headquarters to answer the call information, it is updated to the provincial network to answer.

[0025] In one possible implementation, after obtaining the waybill information, the process further includes:

[0026] Determine whether the waybill information is valid;

[0027] If the waybill information is invalid, the waybill information is retrieved again from all waybill information corresponding to the calling number based on the calling number;

[0028] Accordingly, determining whether the waybill information is a special waybill based on the caller ID and the waybill information includes:

[0029] Based on the calling number and the re-acquired waybill information, determine whether the waybill information is a special waybill.

[0030] By adopting the above technical solution, after determining that the waybill information is invalid, the waybill information can be re-acquired based on the caller's number to determine all waybill information corresponding to the caller's number. This can reduce the problem of invalid call route determination caused by invalid waybill information, thereby improving the call information transfer speed.

[0031] In one possible implementation, determining whether a waybill corresponding to the waybill information is a special waybill based on the caller ID and the waybill information includes:

[0032] Determine whether the calling number has made multiple calls for the same waybill information, and determine whether the number of calls made by the calling number for the same waybill information within a preset time period is greater than a preset maximum number threshold.

[0033] If the calling number makes multiple calls for the same waybill information, and the number of calls made by the calling number for the same waybill information within a preset time period exceeds a preset maximum number threshold, then the waybill corresponding to the waybill information is determined to be a special waybill.

[0034] By adopting the above technical solution, for the same waybill, the relationship between the number of calls made by the calling number within a preset time and the preset maximum number of calls threshold can be determined, thereby quickly identifying the waybill corresponding to the current waybill information as a special waybill.

[0035] In one possible implementation, determining whether the current branch meets the transfer conditions based on the current branch information includes:

[0036] Obtain the current time information and determine whether the current time information is within a preset working time range;

[0037] If the current time information is within the preset working time range, then the current branch is determined to meet the transfer conditions;

[0038] If the current time information is not within the preset working time range, then based on the current branch information, it is determined whether the current branch has a call callback service, wherein the call callback service represents a call return service; if it exists, it is determined that the current branch meets the transfer conditions; if it does not exist, it is determined that the current branch does not meet the transfer conditions.

[0039] By adopting the above technical solution, different outlets may have different call receiving settings. Some outlets can not only receive calls made during working hours, but also have call bounce service to receive calls made outside of working hours. Therefore, this solution can combine the preset working time range and the call bounce service of the current outlet to jointly determine whether the transfer conditions are met, so as to realize the user's fast transfer.

[0040] Secondly, this application provides a method and apparatus for making express delivery hotline calls, which adopts the following technical solution:

[0041] A courier hotline calling device, the device comprising:

[0042] The first data acquisition and judgment module is used to acquire call information, wherein the call information carries the caller's number and service type; determine whether it is necessary to collect waybill information based on the service type; if not, the first call transfer route generation module is triggered; if so, the second data acquisition and judgment module is triggered.

[0043] The first call transfer route generation module is used to generate a first call transfer route, which is used to control the robot to answer call information; the second data acquisition and judgment module is used to acquire waybill information, and based on the caller number and the waybill information, to determine whether the waybill information is a special waybill; if it is a special waybill, the second call transfer route generation module is triggered; if it is not a special waybill, the current branch information acquisition module is triggered.

[0044] The second call transfer route generation module is used to generate a second call transfer route based on the caller ID and the waybill information. The second call transfer route is used to control the headquarters to prioritize answering the call information.

[0045] Current branch information acquisition module: used to acquire current branch information corresponding to the waybill information;

[0046] The judgment module is used to determine whether the current network point meets the transfer conditions based on the current network point information. If the current network point meets the transfer conditions, the third call transfer route generation module is triggered. If the current network point does not meet the transfer conditions, the fourth call transfer route generation module is triggered.

[0047] The third call transfer route generation module is used to generate a third call transfer route, which is used to control the current branch to prioritize answering the call information;

[0048] The fourth call transfer route generation module is used to obtain the busy information of the provincial / regional outlets and the busy information of the headquarters corresponding to the current outlet, and generate a fourth call transfer route based on the waybill information, the busy information of the provincial / regional outlets and the busy information of the headquarters. The fourth call transfer route is used to control the provincial / regional outlets or the headquarters to prioritize answering the call information. The busy information includes: the number of logged-in agent accounts, the number of agents currently on a call and the total number of calls answered that day.

[0049] Thirdly, this application provides an electronic device that adopts the following technical solution:

[0050] At least one processor;

[0051] Memory;

[0052] At least one application, wherein the at least one application is stored in memory and configured to be executed by at least one processor, the at least one application being configured to: perform any of the above-described methods for making express hotline calls.

[0053] Fourthly, this application provides a computer-readable storage medium, which adopts the following technical solution:

[0054] A computer-readable storage medium having a computer program stored thereon, which, when executed in a computer, causes the computer to perform any of the above-mentioned methods for making a courier hotline call.

[0055] In summary, this application includes at least one of the following beneficial technical effects:

[0056] 1. When it's determined that collecting waybill numbers is unnecessary based on the business type, a primary call transfer route is generated to utilize a robot to resolve customer issues. When collecting waybill numbers is required, waybill information is obtained. If the waybill is identified as a special waybill based on the waybill information and the caller ID in the call information, the customer's phone for the special waybill is promptly answered by headquarters based on the caller ID and call information. If the waybill is not a special waybill, the call is transferred to the current branch if the current branch meets the transfer criteria based on the waybill information. If the transfer criteria are not met, the call is transferred to the superior branch based on the corresponding provincial / regional branch busy information and headquarters busy information. Therefore, allocating appropriate transfer routes based on specific hotline conditions improves hotline transfer efficiency, enabling timely resolution of customer issues.

[0057] 2. Determine if the waybill information is valid. If the waybill information is invalid, determine all waybill information corresponding to the caller's number and re-obtain the waybill information. This can reduce the problem of invalid call route determination caused by invalid waybill information, thereby improving the call information transfer speed. Attached Figure Description

[0058] Figure 1 This is a flowchart illustrating how a single call information transfer server generates transfer call information, based on related technologies.

[0059] Figure 2 This is a schematic diagram of the structure of a courier hotline call system provided in an embodiment of this application.

[0060] Figure 3 This is a flowchart illustrating a method for calling a courier hotline provided in an embodiment of this application.

[0061] Figure 4 This is a flowchart of a call information transfer interface provided in an embodiment of this application.

[0062] Figure 5 This is a schematic diagram of the structure of a courier hotline calling device provided in an embodiment of this application.

[0063] Figure 6 This is a schematic diagram of the structure of an electronic device provided in an embodiment of this application. Detailed Implementation

[0064] The present application will be further described in detail below with reference to the accompanying drawings.

[0065] This specific embodiment is merely an explanation of this application and is not intended to limit it. After reading this specification, those skilled in the art can make modifications to this embodiment without contributing any inventive step, but such modifications are protected by patent law as long as they are within the scope of this application.

[0066] To make the objectives, technical solutions, and advantages of the embodiments of this application clearer, the technical solutions of the embodiments of this application will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some embodiments of this application, not all embodiments. Based on the embodiments of this application, all other embodiments obtained by those skilled in the art without creative effort are within the scope of protection of this application.

[0067] Furthermore, the term "and / or" in this article is merely a description of the relationship between related objects, indicating that three relationships can exist. For example, A and / or B can represent: A existing alone, A and B existing simultaneously, or B existing alone. Additionally, the character " / " in this article, unless otherwise specified, generally indicates that the preceding and following related objects have an "or" relationship.

[0068] The embodiments of this application will now be described in further detail with reference to the accompanying drawings.

[0069] Combination Figure 1 , Figure 1 This is a call information transfer route map for related technologies. Users dial courier numbers via mobile phones or landlines. All user calls land at a certain operator (such as China Telecom). The call information is then connected to a call information transfer server through the operator. The call information transfer server provides intelligent prompts to users to handle relevant business and distributes the call information according to the business type. Business types can include placing an order for shipment, tracking and expediting shipments, and filing complaints and suggestions. The server obtains the network point information corresponding to the waybill. When a user places an order, it needs to obtain the corresponding pickup network point information. When a user tracks and expedites shipments, it obtains the corresponding network point or the corresponding pickup network point information based on the waybill's location. Because small network points or small contractors do not have a connected call information receiving system, the call information cannot be transferred to them. It can only be directly sent to the headquarters or large network points with call information receiving systems. Currently, the proportion of large network points with call information receiving systems is relatively small, and the overall coverage rate is low, only 30%. Users cannot get through by phone and can only be directly answered by the headquarters. The call information transfer route is singular.

[0070] To address the aforementioned technical issues, this application provides a method for making express delivery hotline calls. The method obtains the caller ID and service type. When the service type does not require collecting the waybill number, a first call transfer route is generated to utilize a robot to resolve customer issues. When the service type requires collecting the waybill number, waybill information is obtained. After determining that a waybill is a special waybill based on the caller ID in the waybill information and call information, a first call transfer route is generated based on the caller ID and call information. By generating the first call transfer route, customer calls for special waybills can be answered promptly by headquarters, improving the efficiency of answering calls for special waybills and enhancing customer experience. Once the caller ID confirms that the waybill is not a special waybill, the system determines whether the current branch meets the transfer criteria based on the waybill information. If the transfer criteria are met, the call can be transferred to the current branch, enabling rapid call transfer and avoiding long waiting times for customers. If the current branch does not meet the transfer criteria, a fourth call transfer route is generated by combining the provincial / regional branch busy information and the headquarters busy information corresponding to the current branch, so that the superior branch can transfer the call. As can be seen, this solution determines the call transfer route by judging the business type, special waybill, transfer criteria, and busy information, reducing the low transfer efficiency caused by related technologies that only transfer call information based on time sequence.

[0071] like Figure 2 , Figure 2 This application provides a solution for introducing multiple call information receiving systems. By introducing multiple call information receiving systems, various call transfer routes can be generated. When introducing multiple call information receiving systems, the call information receiving systems introduced by the branch and the call information receiving systems introduced by the headquarters can be the same or different. When a call comes in from a mobile phone or landline, or a hotline, the call information transfer server provides intelligent prompts to guide the user to press a key to handle the corresponding business. The courier server obtains branch information; when a user needs to place an order, it needs to obtain the branch where the order was placed; when the user is requesting an expedited shipment, it needs to obtain the branch where the waybill was placed or the branch where the waybill was collected. If the headquarters has a call information receiving system provider A, and the branch has a compatible call information receiving system B or a robot, the call information can be transferred from the branch to the headquarters. The robot, a human operator at the branch, or a human operator at the headquarters will then provide service to the user. If the branch does not have a call information receiving system, the call information cannot be transferred to the branch and can only be transferred to the headquarters.

[0072] This application provides a method for making a courier hotline call, which is executed by an electronic device. The electronic device can be a server, which can be an independent physical server, a server cluster or a distributed system composed of multiple physical servers, or a cloud server that provides cloud computing services. This application does not impose any limitations on this method.

[0073] Combination Figure 3 , Figure 3 This application provides a flowchart illustrating a method for calling a courier hotline; the method includes steps S100-S107, wherein:

[0074] Step S100: Obtain call information, which includes the caller ID and service type. Determine whether waybill information needs to be collected based on the service type. If waybill information does not need to be collected, proceed to step S101; if waybill information needs to be collected, proceed to step S102.

[0075] Step S101: Generate a first call transfer route. The first call transfer route is used to control the robot to answer call information.

[0076] The service types may include, but are not limited to: tracking and expediting shipments, complaints and suggestions, international inquiries, and order placement services. Order placement services include, but are not limited to: order placement for shipment, order placement for postage inquiries, order placement for collection, and order placement for pickup. Waybill information can be the waybill number.

[0077] In this embodiment of the application, when a user dials the hotline, the call transfer server controls the answering through the operator platform and collects the caller's number and service type by instructing the user to operate. The call transfer server sends the collected call information and service type as input parameters to the electronic device so that the electronic device can obtain the call information and service type. When the service type is an order placement service, it is not necessary to collect the waybill number. The electronic device generates a first call transfer, and the call information can be transferred to the voice robot through the first call transfer route. The voice robot provides intelligent voice responses to the user. If the user needs to place an order for shipment, the user needs to tell the voice robot the specific location. The voice robot will query and broadcast the nearest branch information based on the specific location. If the user needs to inquire about postage, the user needs to tell the voice robot the sender's address, recipient's address, and the specific weight and / or dimensions of the waybill. The voice robot can query and broadcast the required postage.

[0078] Specifically, the call transfer server's IVR (Interactive Voice Response) function or intelligent voice service prompts the user to press a key. The user's key press generates a prefix code corresponding to the service type. Service types can include: inquiry / urging, complaint / suggestion, and international inquiries. For example, the prefix codes are defined as: 118 for inquiry / urging, 811 for complaint / suggestion, 812 for "Open During Chinese New Year," 555 for international Chinese, and 556 for international English. The call transfer server calculates the service type based on the prefix code and the IVR calculation process. In the IVR calculation process, when the service type is an order placement service, the order placement and shipping code is "ORDER"; the order inquiry / freight code is "QUERY_FEE"; and the code for order collection / retrieval is "HASTEN_REC". When the service type is not an order placement service: the code for international Chinese service is "INTERNATIONAL_BIZ"; the code for international English service is "ENGLISH_SERVICE"; the code for inquiry / urging is "QUERY"; and the code for complaint / suggestion is "COMPLAINTS". In this embodiment of the application, when the business type does not require the collection of waybill information, a robot can be used to directly handle related business for customers, thereby quickly resolving customer problems.

[0079] Specifically, it can be combined with Figure 4 , Figure 4 This application provides a flowchart of a call information transfer interface. A user dials a courier number, and through the operator's incoming line, the call transfer server's IVR or intelligent voice function prompts the user to press a key. Based on the user's key presses, the service type is identified. Specifically, the key for placing an order is 1 (no prefix code); the key for tracking / urging is 2 (prefix code 118); the key for complaints / suggestions is 3 (prefix code 811); the key for international Chinese is 4 (prefix code 555); and the key for international English is 5 (prefix code 556). When the service type is "place an order," no waybill information is required. The transfer server then sends the collected caller ID and service type to an electronic device. It can also send the call ID, called number, and operator prefix to the electronic device. When the service type is "place an order," the electronic device determines that no waybill information is needed, generates a first call transfer route, and uses a voice robot to answer the call.

[0080] The call identifier consists of three parts: a prefix indicating the call information receiving system provider used for call transfer, an 8-digit call date, and a 7-digit auto-incrementing identifier. For example, when the call information receiving system provider is Tianrun, the callid is T (Tianrun prefix) 20220825 (8-digit date) 0000001 (7-digit auto-incrementing identifier), i.e., T202208250000001. When the call information receiving system provider is from three different locations, the callid is S (three-location prefix) 20220825 (date) 0000001 (7-digit auto-incrementing identifier), i.e., S202208250000001. A callid is generated for each transfer. After a transfer is completed, a subcallid is generated for the entire call transfer route. The subcallid is then added to the callback data during call data return. The electronic devices can be deployed on a public cloud.

[0081] Step S102: Obtain waybill information, and based on the caller ID and waybill information, determine whether the waybill corresponding to the waybill information is a special waybill.

[0082] If it is a special waybill, proceed to step S103; otherwise, proceed to step S104.

[0083] Step S103: Generate a second call transfer route based on the caller ID and waybill information. The second call transfer route is used to control the headquarters to prioritize answering call information.

[0084] The waybill information includes several pieces of information about the waybill, such as: waybill number, waybill category, origin of the waybill, destination of the waybill, transportation route of the waybill, and vehicle information for transporting the waybill.

[0085] In the embodiments of this application, when the business type is inquiry, complaint suggestion, or international business, the call transfer server needs to collect waybill information. The call transfer server can obtain the relevant waybill information through user key input or user voice input and send it to the electronic device.

[0086] It is worth noting that the electronic device, i.e., the express delivery server, determines whether the waybill number is a special waybill based on the caller ID and waybill number. Based on the determination result and other information, it determines the call transfer route and transfers the user's call information. The call transfer route is the result of the express delivery server's scheduling of multiple workplaces (organizations). The workplace (organization) can include any one of the following: robot (code can be Robot), headquarters A (code can be 800248), headquarters B (code can be 800123), branch (code can be 800124), and provincial branch (code can be 800125). Based on the call transfer route, SIP line transfer is performed so that the telephone hotline can be connected and processed normally. It is understood that each organization may include multiple skill groups, and each skill group is a human answering device corresponding to a human under the organization. In this embodiment, when the electronic device, i.e., the courier server, performs addition, deletion, modification, and query on the skill group algorithm, it can transmit the data of skill group addition, deletion, modification, and query to the call information receiving system to achieve data synchronization. When the call information is transferred to the call information receiving system corresponding to a certain organization, the call information receiving system only needs to match which online agents are under the skill group and allocate the call to the corresponding skill group according to the service type. Different skill groups handle different services. In this embodiment, the skill group is not limited.

[0087] In this embodiment, the caller ID and waybill information can be combined to determine whether a waybill is a special waybill. Specifically, when the same caller ID makes multiple calls for the same waybill information, and the number of calls exceeds a preset maximum threshold within a preset time, the waybill is determined to be a special waybill. The preset time and preset maximum threshold can be set by the user according to actual needs. In the case of a special waybill, a second call transfer route is generated. This second call transfer route can prioritize the call information receiving system at headquarters to transfer this call information, giving more importance to special waybills. Having headquarters answer the corresponding call information can resolve customer issues more quickly, soothe customer emotions, and resolve customer problems in a timely manner, avoiding excessively long customer wait times. This improves customer satisfaction and further increases call answering rates.

[0088] Furthermore, the providers of the call information transfer systems corresponding to the headquarters, current branch, and superior branch are not limited in this application embodiment; they may be the same or different. The providers of the call information transfer systems may include: provider A, provider B, and provider C. The names of the call information receiving system providers are: A, B, and C; and the codes of the call information receiving system providers are: A, B, and C.

[0089] Step S104: Obtain the current branch information corresponding to the waybill information.

[0090] The current branch information may include: the branch's working hours, the business of the branch, the specific location of the branch, the scope of responsibility of the branch, and the personnel information of the branch.

[0091] In this embodiment, if it is not a special waybill, the current branch information corresponding to the waybill information is queried. The query method may include: obtaining the current address corresponding to the waybill information, querying the current branch data table corresponding to the waybill to obtain the current branch information corresponding to the waybill information. The waybill information includes several pieces of information about the waybill, such as: the waybill category, the waybill origin, the waybill destination, the waybill transportation route, and the vehicle information transporting the waybill. Each of the above pieces of information corresponds to a different branch where the waybill is currently located. Therefore, the current branch data table contains branch information corresponding to the above information, namely, the branch corresponding to the waybill origin, the branch corresponding to the waybill destination, and all branches corresponding to the waybill transportation route. The current branch data table is pre-input into the electronic device. It can be understood that it is possible to track the current address corresponding to the waybill information in real time, and then determine the current branch information where the waybill is currently located or about to arrive based on the current address and the branch data table. And when the branch corresponding to the determined current branch information has the conditions for transferring call information.

[0092] Step S105: Determine whether the current branch meets the transfer conditions based on the current branch information.

[0093] If the current branch meets the transfer conditions, proceed to step S106; if the current branch does not meet the transfer conditions, proceed to step S107.

[0094] Step S106: Generate a third call transfer route. The third call transfer route is used to control the current branch's call information.

[0095] In this embodiment, determining whether the current branch meets the transfer conditions involves checking if the current time is within the branch's operating hours. If so, the branch meets the transfer conditions and the call information is transferred to the branch to generate a third call transfer route. This third route is the human service provided by the call information receiving system at the branch, allowing users to resolve issues manually when the call is transferred to the branch. Unless it's a special waybill, if the branch meets the transfer conditions, it can process the waybill to meet customer needs, avoiding transferring all calls to headquarters. This reduces congestion caused by excessive calls to the headquarters hotline and minimizes transfer efficiency. Furthermore, customer issues, whether inquiries, requests for expedited shipments, complaints, or suggestions, are generally related to the current location of the waybill. Therefore, utilizing the current branch greatly increases the likelihood of quickly resolving customer problems.

[0096] Step S107: Obtain the busy information of the provincial / regional outlets and the busy information of the headquarters corresponding to the current outlet, and generate the fourth call transfer route based on the waybill information, the busy information of the provincial / regional outlets and the busy information of the headquarters.

[0097] The fourth call transfer route is used to control the answering of call information at provincial branches or headquarters. Busy information includes: the number of logged-in agent accounts, the number of agents currently on a call, and the total number of calls answered that day.

[0098] In this embodiment, the acquisition method for the busy information of the current branch office and the headquarters can include: to monitor the number of logged-in agent accounts, the number of agents currently in a call, and the total number of calls answered that day at the provincial branch office and the headquarters in real time, a heartbeat mechanism can be established between different branches to enable the transmission of busy information data between different branches and electronic devices. Furthermore, in this embodiment, to ensure the timeliness of busy information, the delay time for acquiring branch office busy information cannot exceed a preset time. Considering that the interval between a user's call and the next call is in the second range, a preset time of 5 seconds is preferred. That is, the fourth call transfer route is to transfer the call information from the branch office to the call information receiving system of the province or headquarters. In this embodiment, call information can be transferred based on busy information. In one possible case, if the busy information of the provincial branch office is greater than that of the headquarters, the call information can be transferred to the headquarters. If the busy information of the provincial branch office is less than that of the headquarters, the call information can be transferred to the provincial branch office first, avoiding the inability to answer calls due to busyness and improving call answering speed.

[0099] Based on the above embodiments, the caller ID and service type are obtained. When the service type does not require the collection of the waybill number, a first call transfer route is generated to utilize a robot to resolve customer issues. When the service type requires the collection of the waybill number, the waybill information is obtained. When the waybill is determined to be a special waybill based on the caller ID in the waybill information and call information, a first call transfer route is generated based on the caller ID and call information. By generating the first call transfer route, customer calls for special waybills can be answered by headquarters in a timely manner, improving the efficiency of answering calls for special waybills and enhancing the customer experience. When the waybill is determined not to be a special waybill based on the caller ID in the waybill information and call information... After the waybill is processed, the system determines whether the current branch meets the transfer conditions based on the waybill information. If the conditions are met, the call can be transferred to the current branch, enabling rapid call transfer and avoiding long waiting times for customers. If the current branch does not meet the transfer conditions, a fourth call transfer route is generated by combining the provincial branch busy information and the headquarters busy information, so that the superior branch can transfer the call. It can be seen that this solution determines the call transfer route by judging the business type, special waybill, transfer conditions, and busy information, reducing the low transfer efficiency caused by related technologies that only transfer call information based on time sequence.

[0100] Specifically, in order to improve the accuracy of the current branch information corresponding to the waybill information, in this embodiment of the application, obtaining the current branch information corresponding to the waybill information includes: obtaining the waybill status based on the waybill information, and determining the current branch information corresponding to the waybill status based on the waybill status information, wherein the waybill status includes: not transported status, in transit status, and transport completed status.

[0101] In this embodiment, the method of obtaining the waybill status based on the waybill information may include: obtaining the waybill status corresponding to the waybill information through a waybill status table. The waybill status table is automatically updated each time the waybill reaches a branch location, recording the transportation status of the waybill. The waybill status data is obtained in real time through the waybill information to determine the current waybill status. The waybill status includes: not transported, in transit, and transport completed. A not transported state indicates that the waybill is currently in the loading, bagging, or dispatching state, and the waybill has not yet left the waybill's origin. If the waybill is in the not transported state, the branch information corresponding to the waybill's origin can be obtained to further... The call transfer process is as follows: If the waybill is in transit, it means that the waybill is being transported. The waybill trajectory interface can be called to query the specific trajectory of the waybill, and the current branch information corresponding to the waybill trajectory can be retrieved based on the waybill trajectory. If the waybill is in transit completed, it means that the waybill has been delivered, is being dispatched, or is being unloaded. The waybill has reached the waybill's destination. The current branch information corresponding to the waybill's destination can be obtained through the waybill's destination address. By judging the waybill's status, the location of the waybill can be accurately located. Based on the waybill's location, the current branch information corresponding to the waybill's status can be obtained more quickly, further improving the efficiency of call transfer.

[0102] Based on the above embodiments, the waybill status is obtained based on the waybill information. Since the waybill status is different, the network point where the waybill is located is also different. Therefore, the current network point information corresponding to the waybill status is determined based on the waybill status information. The method of determining the current network point information of the waybill is simple and has high accuracy.

[0103] Furthermore, in another embodiment of this application, to further improve the efficiency of call information processing, after generating a fourth call transfer route based on waybill information, provincial / regional branch busy information, and headquarters busy information, the method further includes: step S300 (not shown in the figures), step S301 (not shown in the figures), and step S302 (not shown in the figures), wherein:

[0104] Step S300: Obtain several transfer information generated after receiving several call information using the fourth call transfer route, wherein the transfer information includes: unresolved waybill information and resolved waybill information.

[0105] In this embodiment of the application, the fourth call transfer route can sequentially receive multiple call messages. Therefore, after the fourth call transfer route transfers multiple call messages, it will generate multiple transfer messages accordingly. The transfer messages can be automatically recorded in the database. The transfer messages can be obtained by calling the database interface. The transfer messages include: unresolved waybill information and resolved waybill information.

[0106] Step S301: Based on the service type corresponding to each of the call information of the fourth call transfer route, divide the transfer information into multiple transfer information sets, wherein each transfer information set corresponds to a unique service type.

[0107] In this embodiment of the application, several transfer information are divided into transfer information sets corresponding to the service type according to the service type. Each transfer information set is associated with a unique service type. By classifying the transfer information, the transfer call route can be updated from the perspective of service type.

[0108] Step S302: For each set of transfer information, determine whether there is any unresolved waybill information in the set of transfer information; if so, determine whether the proportion of unresolved waybill information in the set of transfer information is greater than the preset maximum threshold; if so, update the fourth call transfer route.

[0109] In this embodiment, it is identified whether there are unresolved waybill information in each transfer information set. If there are unresolved waybill information, the number of unresolved waybill information is counted, and the proportion of the number of unresolved waybill information in the transfer information set is calculated. It is then determined whether the proportion of the number of unresolved waybill information is greater than a preset maximum threshold. In this embodiment, the preset maximum threshold is not limited and can be 30%, 40%, 50%, or other values, which can be set by the user. If the proportion of the number of unresolved waybill information is greater than the preset maximum threshold, it indicates that the proportion of unresolved waybill information in this business type is too large. When processing this business type, the processing effect is poor, customers cannot resolve their problems in a timely manner, and the user experience is poor. The fourth call transfer route corresponding to this business type needs to be updated.

[0110] Based on the above embodiments, the fourth call transfer route can sequentially receive multiple call messages. After receiving several call messages using the fourth call transfer route, several transfer messages are generated. Based on the service type corresponding to each call message in the fourth call transfer route, the transfer messages are accurately divided into multiple transfer message sets. Then, it is determined whether the proportion of unresolved waybill information in the transfer message set corresponding to the service type of the received call message is greater than a preset maximum threshold. If it is greater, it indicates that if the current call message is continued to be transferred using the fourth call transfer route, it may take a long time. Therefore, the fourth call transfer route can be updated to reduce the waiting time of the current call message, thereby improving transfer efficiency and user experience.

[0111] Specifically, in one feasible embodiment, updating the fourth call transfer route may include:

[0112] Generate a fifth call transfer route, which is the updated fourth call transfer route. The fifth call transfer route is used to control the call information received by the target branch.

[0113] Specifically, when the fourth call transfer route is used to control provincial outlets to receive call information, the target outlet is the headquarters; when the fourth call transfer route is used to control the headquarters to receive call information, the target outlet is the provincial outlet.

[0114] In this embodiment, when the waybill is not a special waybill and there is a large amount of unresolved waybill information in the target transfer information set corresponding to the fourth call transfer route (i.e., the transfer information set corresponding to the business type of the acquired call information), a fifth call transfer route can be generated based on the business type. The fifth call transfer route is the updated fourth call transfer route. When the fourth call transfer route is used for provincial branches to receive call information, the fifth call transfer route is used for headquarters to receive call information. That is, the provincial branches have poor ability to resolve a certain business type, so the headquarters will handle the call and resolve the problem for this business type. When the fourth call transfer route is used for headquarters to receive call information, the fifth call transfer route is used for provincial branches to receive call information. That is, the headquarters has poor ability to resolve a certain business type, so the provincial branches will handle the call and resolve the problem for this business type. This provides targeted services to users and improves the efficiency of problem-solving.

[0115] Furthermore, in another embodiment of this application, after obtaining the waybill information, the method further includes: determining whether the waybill information is valid; if the waybill information is invalid, then re-obtaining the waybill information from all waybill information corresponding to the calling number based on the calling number;

[0116] Accordingly, based on the caller ID and waybill information, it is determined whether the waybill information is a special waybill, including: based on the caller ID and the re-acquired waybill information, it is determined whether the waybill information is a special waybill.

[0117] In this embodiment, a waybill information query interface can be called to query the database of the electronic device to see if the waybill information exists. The database stores all sending and receiving order information corresponding to several caller ID numbers. If the waybill information cannot be found, it means that the waybill information is invalid. Then, the corresponding waybill information data table is queried according to the caller ID number to obtain all waybill information corresponding to the caller ID number. The electronic device sorts all waybill information according to time order and confirms the target waybill with the user in the above order until the waybill that the user wants to query is confirmed. Based on the caller ID number and the re-acquired waybill information, it is determined whether the waybill is a special waybill.

[0118] As can be seen, the embodiments of this application can determine all waybill information corresponding to the calling number and re-acquire the waybill information after determining that the waybill information is invalid. This can reduce the problem of invalid call route determination caused by invalid waybill information, and thus improve the call information transfer speed.

[0119] Furthermore, in this embodiment of the application, step S101, which determines whether the waybill corresponding to the waybill information is a special waybill based on the caller ID and waybill information, includes: step S1011 (not shown in the figures) and step S1012 (not shown in the figures), wherein:

[0120] Step S1011: Determine whether the calling number has made multiple calls for the same waybill information, and determine whether the number of calls made by the calling number for the same waybill information within a preset time period is greater than the preset maximum number threshold.

[0121] Step S1012: If the calling number makes multiple calls for the same waybill information, and the number of calls made by the calling number for the same waybill information within a preset time period is greater than the preset maximum number of calls threshold, then the waybill corresponding to the waybill information is determined to be a special waybill.

[0122] In this embodiment, the call record data table is queried based on the calling number. The call information data table is used to determine whether the calling number is calling for the same waybill information. By querying the call record, it can be seen whether the number of calls made by the calling number for the same waybill information within a preset time exceeds a preset maximum number threshold. In this embodiment, the preset time and the preset maximum number threshold can be set according to actual needs. Preferably, the preset time is 24 hours, and the preset maximum number threshold is 3 times. That is, whether the calling number for the same waybill information has called more than 3 times within 24 hours. If it exceeds 3 times, the waybill is a special waybill. The situation corresponding to the same waybill being called more than 3 times within 24 hours can include: after the user calls, the problem of this waybill is not resolved in time or the subsequent resolution effect does not meet the customer's expectations. Therefore, the user will call multiple times. In order to avoid affecting the customer's experience, the waybill is treated as a special waybill, so that the customer's problem can be resolved in a timely manner.

[0123] In this embodiment of the application, for the same waybill, the relationship between the number of calls made by the calling number within a preset time and a preset maximum number threshold is determined, thereby quickly identifying the waybill corresponding to the current waybill information as a special waybill.

[0124] Furthermore, in another embodiment of this application, determining whether the current branch meets the transfer conditions based on the current branch information includes: step S1 (not shown in the figures), step S2 (not shown in the figures), and step S3 (not shown in the figures), wherein:

[0125] Step S1: Obtain the current time information; and determine whether the current time information is within the preset working time range;

[0126] Specifically, the system obtains the current time information of the incoming call based on the caller's number. The current time information is the incoming call time of the call information. The preset working time range is the actual working time of the current branch, which can be adjusted according to the actual situation. The electronic device obtains the working time of the current branch from the current branch information and determines whether the current time is within the working time of the current branch.

[0127] Step S2: If the current time information is within the preset working time range, then it is determined that the current branch meets the transfer conditions;

[0128] Specifically, if the electronic device determines that the current information is within the working hours of the current branch, it means that the current branch is in working hours and the staff at the current branch can provide manual service for the call information, thus the current branch meets the transfer conditions.

[0129] Step S3: If the current time information is not within the preset working time range, determine whether the current branch has a call callback service based on the current branch information. The call callback service represents a call return service. If it exists, it is determined that the current branch meets the transfer conditions. If it does not exist, it is determined that the current branch does not meet the transfer conditions.

[0130] It is understandable that different branches may have different call handling settings. Some branches not only accept calls made during working hours, but also have a call bounce service to accept calls made outside of working hours.

[0131] In this application embodiment, the branch information also includes: call bounce service status. Then, if the electronic device determines that the call information is not within the working time range of the current branch, it determines whether the current branch has a call bounce service based on the current branch information. That is, since there is a call bounce service, the current branch can also receive call information outside the working time range.

[0132] As can be seen, the embodiments of this application can combine the preset working time range and the call bounce service of the current network point to jointly determine whether the transfer conditions are met, which can realize the user's fast transfer.

[0133] Specifically, when a user dials a courier hotline to a specific operator (e.g., Hangzhou Telecom), the operator collects the user's caller ID and forwards it to a call information transfer server (e.g., Tianrun). The call information transfer server's IVR function or intelligent voice system prompts the user to press a key through the aforementioned operator. Pressing key 1 corresponds to placing an order to send a package; no tracking number is required. The courier server is invoked, generating a set of telephone routes. The call information transfer server then transfers the call information sequentially according to the routed telephone sets, connecting the user's call to a robot that provides service. Pressing key 2 corresponds to tracking and expediting shipments, while pressing key 3 corresponds to complaints and suggestions. The IVR function of the primary hotline service provider collects the tracking number. If the user can provide the tracking number, the courier server is invoked; otherwise, the call information transfer server can... The caller queries the tracking number and accesses the courier server. The courier server generates a set of telephone routes. The call transfer server then transfers the call based on this set, either to a robot or a call information receiving system (e.g., three locations). From there, the call is routed to a human operator. If the robot cannot resolve the issue, the call can be transferred to a human operator again. For international services, button 4 is used, with button 1 for international business inquiries. The courier server provides routing rules to generate a set of telephone routes. The call transfer server then transfers the call to a robot or a human operator in the call information receiving system. Button 2 is used for international tracking number inquiries. This requires collecting the tracking number. Once collected, the system announces the latest tracking number and provides the contact information for the customer service manager at the corresponding branch. If the user cannot provide the tracking number, the call automatically hangs up.

[0134] Specifically, the above embodiments describe a method for calling a courier hotline from the perspective of the process flow, while the following embodiments describe a device for calling a courier hotline from the perspective of a virtual module or virtual unit. For details, please refer to the following embodiments.

[0135] Please refer to Figure 5 , Figure 5 This is a schematic diagram of the structure of a courier hotline calling device provided in an embodiment of this application, including:

[0136] The first data acquisition and judgment module 210 is used to acquire call information, wherein the call information carries the caller's number and service type; determine whether it is necessary to collect waybill information based on the service type; if not, the first call transfer route generation module is triggered; if so, the second data acquisition and judgment module is triggered.

[0137] The first call transfer route generation module 220 is used to generate a first call transfer route, which is used to control the robot to answer call information.

[0138] The second data acquisition and judgment module 230 is used to acquire waybill information and, based on the caller number and waybill information, determine whether the waybill information is a special waybill; if it is a special waybill, the second call transfer route generation module is triggered; if it is not a special waybill, the current branch information acquisition module is triggered.

[0139] The second call transfer route generation module 240 is used to generate a second call transfer route based on the caller's number and waybill information. The second call transfer route is used to control the headquarters to prioritize answering call information.

[0140] Current branch information acquisition module 250 is used to acquire the current branch information corresponding to the waybill information;

[0141] The judgment module 260 is used to determine whether the current network point meets the transfer conditions based on the current network point information. If the current network point meets the transfer conditions, the third call transfer route generation module is triggered. If the current network point does not meet the transfer conditions, the fourth call transfer route generation module is triggered.

[0142] The third call transfer route generation module 270 is used to generate a third call transfer route, which is used to control the current branch to prioritize answering call information.

[0143] The fourth call transfer route generation module 280 is used to obtain the busy information of the provincial and regional outlets and the headquarters corresponding to the current outlet, and generate the fourth call transfer route based on the waybill information, the busy information of the provincial and regional outlets and the busy information of the headquarters. The fourth call transfer route is used to control the provincial and regional outlets or the headquarters to prioritize answering call information. The busy information includes: the number of logged-in agent accounts, the number of agents currently on a call and the total number of calls answered that day.

[0144] In one possible implementation of this application embodiment, when the current branch information acquisition module 250 acquires the current branch information corresponding to the waybill information, it is used for:

[0145] The waybill status is obtained based on the waybill information, and the current branch information corresponding to the waybill status is determined based on the waybill status information. The waybill status includes: not transported, in transit, and transport completed.

[0146] One possible implementation of this application's embodiments further includes:

[0147] Transfer information acquisition module: used to acquire several transfer information generated after receiving several call information using the fourth call transfer route, including unresolved waybill information and resolved waybill information;

[0148] The fourth call transfer route update module is used to divide several transfer information into multiple transfer information sets according to the service type corresponding to each call information of the fourth call transfer route. Each transfer information set corresponds to a unique service type. For each transfer information set, it is determined whether there is any unresolved waybill information in the transfer information set. If so, it is determined whether the proportion of unresolved waybill information in the transfer information set is greater than a preset maximum threshold. If it is greater, the fourth call transfer route is updated.

[0149] In one possible implementation of this application embodiment, the fourth call transfer route update module, when performing the update of the fourth call transfer route, is used for:

[0150] Generate a fifth call transfer route, which is the updated fourth call transfer route. The fifth call transfer route is used to control the call information received by the target branch.

[0151] Specifically, when the fourth call transfer route is used to control provincial outlets to receive call information, the target outlet is the headquarters; when the fourth call transfer route is used to control the headquarters to receive call information, the target outlet is the provincial outlet.

[0152] One possible implementation of this application's embodiments further includes:

[0153] Waybill Information Validity Determination Module: Used to determine whether the waybill information is valid; if the waybill information is invalid, the waybill information is retrieved again from all waybill information corresponding to the calling number based on the calling number;

[0154] Correspondingly, when the second data acquisition and judgment module 230 performs the function of judging whether the waybill information is a special waybill based on the caller ID and waybill information, it is used for:

[0155] Based on the caller ID and the re-acquired waybill information, determine whether the waybill information is a special waybill.

[0156] In one possible implementation of this application embodiment, when the second data acquisition and judgment module 230 performs the function of judging whether the waybill information is a special waybill based on the caller number and waybill information, it is used to:

[0157] Determine whether the calling number is calling for the same waybill information, and determine whether the number of calls made by the calling number for the same waybill information within a preset time exceeds a preset maximum number threshold.

[0158] If a calling number makes a call for the same waybill information, and the number of calls made by the calling number for the same waybill information within a preset time period exceeds a preset maximum threshold, then the waybill corresponding to the waybill information is determined to be a special waybill.

[0159] In one possible implementation of this application embodiment, when the judgment module 260 performs the judgment based on the current network information to determine whether the current network meets the transfer conditions, it is used to:

[0160] Get the current time information;

[0161] Determine whether the current information falls within the preset working time range;

[0162] If the current information is within the preset working time range, then the current branch is determined to meet the transfer conditions;

[0163] If the current time information is not within the preset working time range, then it is determined whether the current branch has a call callback service based on the current branch information. The call callback service represents a call return service.

[0164] If it exists, then the current branch meets the transfer conditions;

[0165] If it does not exist, then the current branch does not meet the transfer conditions.

[0166] The following describes an electronic device provided by an embodiment of this application. The electronic device described below can be referred to in correspondence with the express hotline calling method described above.

[0167] This application provides an electronic device, such as... Figure 6 As shown, Figure 6 This is a schematic diagram of the structure of an electronic device provided in an embodiment of this application. Figure 6 The illustrated electronic device 300 includes a processor 301 and a memory 303. The processor 301 and the memory 303 are connected, for example, via a bus 302. Optionally, the electronic device 300 may also include a transceiver 304. It should be noted that in practical applications, the transceiver 304 is not limited to one type, and the structure of this electronic device 300 does not constitute a limitation on the embodiments of this application.

[0168] Processor 301 may be a CPU (Central Processing Unit), a general-purpose processor, a DSP (Digital Signal Processor), an ASIC (Application Specific Integrated Circuit), an FPGA (Field Programmable Gate Array), or other programmable logic devices, transistor logic devices, hardware components, or any combination thereof. It can implement or execute the various exemplary logic blocks, modules, and circuits described in connection with the embodiments of this application. Processor 301 may also be a combination that implements computing functions, such as including one or more microprocessor combinations, a combination of a DSP and a microprocessor, etc.

[0169] Bus 302 may include a pathway for transmitting information between the aforementioned components. Bus 302 may be a PCI (Peripheral Component Interconnect) bus or an EISA (Extended Industry Standard Architecture) bus, etc. Bus 302 can be divided into address bus, data bus, control bus, etc. For ease of representation, Figure 6 The bus is represented by a single thick line, but this does not mean that there is only one bus or one type of bus.

[0170] The memory 303 may be a ROM (Read-Only Memory) or other type of static storage device capable of storing static information and instructions, RAM (Random Access Memory) or other type of dynamic storage device capable of storing information and instructions, or it may be an EEPROM (Electrically Erasable Programmable Read-Only Memory), a CD-ROM (Compact Disc Read-Only Memory) or other optical disc storage, optical disc storage (including compressed optical discs, laser discs, optical discs, digital universal optical discs, Blu-ray discs, etc.), magnetic disk storage media or other magnetic storage devices, or any other medium capable of carrying or storing desired program code in the form of instructions or data structures and accessible by a computer, but not limited thereto.

[0171] The memory 303 is used to store application code that executes the scheme of the embodiments of this application, and its execution is controlled by the processor 301. The processor 301 is used to execute the application code stored in the memory 303 to implement the content shown in the foregoing method embodiments.

[0172] Among them, electronic devices include, but are not limited to: mobile terminals such as mobile phones, laptops, digital radio receivers, PDAs (personal digital assistants), PADs (tablet computers), PMPs (portable multimedia players), and in-vehicle terminals (such as in-vehicle navigation terminals), as well as fixed terminals such as digital TVs and desktop computers. Figure 6 The electronic device shown is merely an example and should not impose any limitation on the functionality and scope of use of the embodiments of this application.

[0173] The following describes a computer-readable storage medium provided by an embodiment of this application. The computer-readable storage medium described below can be referred to in correspondence with the method described above.

[0174] This application provides a computer-readable storage medium storing a computer program, which, when executed by a processor, implements the steps of the above-described intelligent control method for deep well pumps.

[0175] Since the embodiments of the computer-readable storage medium portion correspond to the embodiments of the method portion, please refer to the description of the embodiments of the method portion for the embodiments of the computer-readable storage medium portion.

[0176] It should be understood that although the steps in the flowcharts in the attached figures are shown sequentially according to the arrows, these steps are not necessarily executed in the order indicated by the arrows. Unless explicitly stated herein, there is no strict order restriction on the execution of these steps, and they can be executed in other orders. Moreover, at least some steps in the flowcharts in the attached figures may include multiple sub-steps or multiple stages. These sub-steps or stages are not necessarily completed at the same time, but can be executed at different times, and their execution order is not necessarily sequential, but can be performed alternately or in turn with other steps or at least some of the sub-steps or stages of other steps.

[0177] The above are only some embodiments of this application. It should be noted that for those skilled in the art, several improvements and modifications can be made without departing from the principle of this application, and these improvements and modifications should also be considered within the scope of protection of this application.

Claims

1. A method for a courier hotline call, the method comprising: The method comprises the following steps: acquiring call information, wherein the call information carries a calling number and a service type, and whether to collect waybill information is determined based on the service type, if the waybill information is not needed to be collected, a first call transfer route is generated, the first call transfer route is used to control a robot to answer the call information, the service type comprises query and urging, complaint and suggestion, international consultation and ordering service, the waybill information comprises a waybill number, and the ordering service does not need to collect the waybill number; if the waybill information needs to be collected, the waybill information is acquired, and whether the waybill corresponding to the waybill information is a special waybill is determined based on the calling number and the waybill information, if the waybill is the special waybill, a second call transfer route is generated based on the calling number and the waybill information, the second call transfer route is used to control a head office to answer the call information preferentially; if the waybill is not the special waybill, current site information corresponding to the waybill information is acquired; whether the current site meets a transfer condition is determined based on the current site information, if the current site meets the transfer condition, a third call transfer route is generated, the third call transfer route is used to control the current site to answer the call information; if the current site does not meet the transfer condition, province site busy information corresponding to the current site and head office busy information are acquired, and a fourth call transfer route is generated based on the waybill information, the province site busy information and the head office busy information, the fourth call transfer route is used to control the province site or the head office to answer the call information, wherein the busy information comprises a login agent account quantity, a positive call agent quantity and a total answering quantity of the day; the determination of whether the waybill corresponding to the waybill information is the special waybill based on the calling number and the waybill information comprises the following steps: whether the calling number calls for the same waybill information multiple times is determined, and whether the calling number for the same waybill information calls a number of times within a preset time is greater than a preset maximum number threshold is determined; if the calling number calls for the same waybill information multiple times and the calling number for the same waybill information calls the number of times within the preset time is greater than the preset maximum number threshold, it is determined that the waybill corresponding to the waybill information is the special waybill; the determination of whether the current site meets the transfer condition based on the current site information comprises the following steps: current time information is acquired, and whether the current time information is within a preset working time range is determined; if the current time information is within the preset working time range, it is determined that the current site meets the transfer condition; if the current time information is not within the preset working time range, whether the current site has an answering bounce service is determined based on the current site information, wherein the answering bounce service represents a telephone callback service, if the current site has the answering bounce service, it is determined that the current site meets the transfer condition, and if the current site does not have the answering bounce service, it is determined that the current site does not meet the transfer condition; after the waybill information is acquired, the following step is further included: whether the waybill information is valid is determined, wherein the validity indicates whether the waybill information exists in a database. If the waybill information is invalid, all waybill information corresponding to the caller number is obtained by querying a corresponding waybill information data table according to the caller number; all waybill information is sorted in chronological order, and a target waybill is confirmed to the user in sequence until a waybill to be queried by the user is confirmed, and the waybill information is obtained; Correspondingly, the judgment of whether the waybill information is a special waybill based on the caller number and the waybill information comprises: The judgment of whether the waybill information is the special waybill based on the caller number and the re-acquired waybill information.

2. The method of claim 1, wherein the call is a courier call. The acquisition of current point information corresponding to the waybill information comprises: The waybill state is obtained based on the waybill information, and the current point information corresponding to the waybill state is determined based on the waybill state information, wherein the waybill state comprises an unshipped state, a shipping state and a shipped completion state.

3. The method of claim 1, wherein, After the fourth call transfer route is generated based on the waybill information, the province point busy information and the headquarters busy information, the method further comprises: A plurality of transfer information is obtained by listening to a plurality of call information using the fourth call transfer route, wherein the transfer information comprises unsolved waybill information and solved waybill information; The plurality of transfer information is divided into a plurality of transfer information sets according to the business types corresponding to all call information of the fourth call transfer route, wherein each transfer information set corresponds to a unique business type; For the transfer information set corresponding to the business type of the obtained call information, it is judged whether there is unsolved waybill information in the transfer information set; if there is, it is judged whether the proportion of the number of unsolved waybill information in the transfer information set is greater than a preset proportion highest threshold; if it is greater, the fourth call transfer route is updated.

4. The method of claim 3, wherein, The updating of the fourth call transfer route comprises: A fifth call transfer route is generated, wherein the fifth call transfer route is an updated fourth call transfer route, and the fifth call transfer route is used to control a target point to listen to the obtained call information; When the fourth call transfer route is used to control the province point to listen to the call information, the target point is the headquarters, and when the fourth call transfer route is used to control the headquarters to listen to the call information, the target point is the province point.

5. A courier hotline calling device, characterized by The device comprises: A first data acquisition and judgment module is configured to acquire call information, wherein the call information carries a caller number and a business type; it is judged whether waybill information needs to be collected based on the business type, the business type comprises query and urging, complaint and suggestion, international consultation and order business, the waybill information comprises a waybill number, and the order business does not need to collect the waybill number; if not, a first call transfer route generation module is triggered, and if yes, a second data acquisition and judgment module is triggered; The first call transfer route generation module is configured to generate a first call transfer route, and the first call transfer route is configured to control a robot to answer call information. The second data acquisition and judgment module is configured to acquire shipping order information, judge whether the shipping order information is special shipping order information based on a caller number and the shipping order information, trigger the second call transfer route generation module if the shipping order information is the special shipping order information, and trigger the current network point information acquisition module if the shipping order information is not the special shipping order information. The second data acquisition and judgment module is further configured to judge whether the caller number calls the same shipping order information multiple times, and judge whether the number of times of calling the same shipping order information by the caller number within a preset time is greater than a preset maximum number threshold value. The second call transfer route generation module is configured to generate a second call transfer route based on the caller number and the shipping order information, and the second call transfer route is configured to control a head office to preferentially answer the call information. The current network point information acquisition module is configured to acquire current network point information corresponding to the shipping order information. The judgment module is configured to judge whether a current network point meets a transfer condition based on the current network point information, trigger a third call transfer route generation module if the current network point meets the transfer condition, and trigger a fourth call transfer route generation module if the current network point does not meet the transfer condition. The third call transfer route generation module is configured to generate a third call transfer route, and the third call transfer route is configured to control the current network point to preferentially answer the call information. The fourth call transfer route generation module is configured to acquire province network point busy information and head office busy information corresponding to the current network point, and generate a fourth call transfer route based on the shipping order information, the province network point busy information and the head office busy information, and the fourth call transfer route is configured to control the province network point or the head office to preferentially answer the call information. The second data acquisition and judgment module is further configured to judge whether the caller number calls the same shipping order information multiple times, and judge whether the number of times of calling the same shipping order information by the caller number within a preset time is greater than a preset maximum number threshold value. The second data acquisition and judgment module is further configured to judge whether the caller number calls the same shipping order information multiple times, and judge whether the number of times of calling the same shipping order information by the caller number within a preset time is greater than a preset maximum number threshold value. The judgment module is further configured to acquire current time information, and judge whether the current time information is within a preset working time range; if the current time information is within the preset working time range, it is determined that the current network point meets the transfer condition; if the current time information is not within the preset working time range, it is judged based on the current network point information whether the current network point has a call-back service, wherein the call-back service represents a telephone callback service; if yes, it is determined that the current network point meets the transfer condition; if no, it is determined that the current network point does not meet the transfer condition.

6. An electronic device, comprising: Comprise: at least one processor; a memory; at least one application program, wherein the at least one application program is stored in the memory and configured to be executed by the at least one processor, and the at least one application program is configured to execute the method of any one of claims 1-4.

7. A computer readable storage medium characterized in that, A computer program is stored, which can be loaded and executed by the processor to execute the method of any one of claims 1-4.

Images