User call processing method, apparatus, device, and medium

Abstract

The present application relates to the technical field of data processing, and particularly relates to a user call processing method and device, equipment and a medium. The method comprises the following steps: receiving traffic events generated during a user call; identifying the type of the traffic events and generating traffic data; and converting the traffic data into service data based on the type of the traffic data by using corresponding service rules. The present application can shorten the data processing time by collecting user incoming call data and interaction information in real time, can analyze and sort the user incoming call data and interaction information in a high-concurrency call scenario, ensure data integrity, and can match the user incoming call data and interaction information with service rules in a high-concurrency call scenario, and restore the user interaction process.

Description

TECHNICAL FIELD

[0001] The present application relates to the technical field of data processing, in particular to a user call processing method, device, equipment and medium. BACKGROUND

[0002] As an important bridge for communication between banks and customers, the remote intelligent bank center (hereinafter referred to as "remote bank center") plays a very important role in customer service, and the telephone bank is one of the main ways for the remote bank center to provide services to customers.

[0003] For customer calls, the traditional call center can generally only record log streams, and then provide basic call records or reports to business personnel after the event. However, the log stream information is scattered and cannot intuitively display customer interaction information, business personnel cannot know the detailed interaction track after the customer call, and business personnel can only query the call record after the customer call ends, cannot analyze the current call situation in real time, and in addition, business personnel cannot fully understand the customer service journey, so when the customer complains or has objections to the service, they cannot quickly and accurately locate the problem.

[0004] Therefore, there is an urgent need for a user call processing scheme to provide business personnel with a real-time panoramic view of the customer service journey, effectively improve the customer service level and operation management level of the remote bank center, and enhance the customer service experience. SUMMARY

[0005] The purpose of the present application is to provide a user call processing method, device, equipment and medium, which can shorten the data processing time by collecting user call data and interaction information in real time, can analyze and organize the user call data and interaction information in a high-concurrency call scenario, ensure data integrity, and can match the user call data and interaction information with business rules in a high-concurrency call scenario, and restore the user interaction process.

[0006] The present application discloses a user call processing method, which comprises:

[0007] Receiving traffic events generated during user calls, wherein the traffic events include one or more of self-service voice call start events, self-service voice call end events, artificial voice call start events and artificial voice call end events;

[0008] Identifying the type of the traffic event and generating traffic data;

[0009] convert the traffic data into business data based on a type of the traffic data and using a corresponding business rule, wherein the business rule comprises one or more of a self-service voice menu library and a human agent skill mapping relationship, and wherein the business data comprises one or more of a call serial number, a call start time, a calling number, a menu key track, a human voice call time, a queue waiting time, an agent skill, and a call end time.

[0010] Optionally, the method further comprises, after generating the traffic data, storing the traffic data into a database, and updating a total number of traffic data and a storage path, wherein one traffic event corresponds to one traffic data.

[0011] Optionally, the method further comprises, extracting a plurality of traffic data from the database in batches and loading into a cache queue, and distributing the plurality of traffic data to a plurality of threads to convert the plurality of traffic data into a plurality of business data, wherein traffic data belonging to a same call serial number is distributed to a same thread.

[0012] Optionally, the method further comprises, after converting the traffic data into the business data, loading the business data into the cache queue, and storing the business data into the database.

[0013] Optionally, the method further comprises, tracking a processing status of each traffic data in the database, and cleaning up traffic data with a processed status when the total number of traffic data exceeds a capacity threshold, wherein the processing status of a corresponding traffic data is updated to the processed status after storing the business data into the database.

[0014] Optionally, the method further comprises, retrieving corresponding business data from the database in response to a query request.

[0015] A user call processing apparatus is disclosed, the apparatus comprising:

[0016] a collection unit configured to receive a traffic event generated during a user call, wherein the traffic event comprises one or more of a self-service voice call start event, a self-service voice call end event, a human voice call start event, and a human voice call end event, and to identify a type of the traffic event and generate traffic data;

[0017] The processing unit is configured to convert the traffic data into service data based on a type of the traffic data and using a corresponding service rule, wherein the service rule comprises one or more of a self-service voice menu library and a human operator skill mapping relationship, and wherein the service data comprises one or more of a call serial number, a call start time, a calling number, a menu key track, a human voice call time, a queue waiting time, an operator skill, and a call end time.

[0018] Optionally, the apparatus further comprises a management unit configured to maintain the service rule.

[0019] Optionally, the apparatus further comprises a retrieval unit configured to retrieve corresponding service data from a database in response to a query request.

[0020] The present application discloses a computer device comprising a memory storing computer executable instructions and a processor configured to execute the instructions to implement the user call processing method described above.

[0021] The present application discloses a computer storage medium encoded with a computer program, the computer program comprising instructions executed by a computer to implement the user call processing method described above.

[0022] The present application discloses a computer program product comprising computer instructions executed to implement the user call processing method described above.

[0023] The present application, compared with the prior art, mainly differs in that and effects are as follows:

[0024] The present application enables a service personnel to query a user call track in real time from the beginning of a user incoming line, identify abnormal calls or adjust operation strategies, analyze the user call track comprehensively and accurately after the user call ends, explore a solution to improve user experience, and quickly check the user call track when encountering user complaints or doubts to assist in user pacification and service answering work. BRIEF DESCRIPTION OF DRAWINGS

[0025] Figure 1 is a schematic diagram of an application scenario according to the present application;

[0026] Figure 2 is a flowchart of a user call processing method according to the present application;

[0027] Figure 3 is a block diagram of a user call processing apparatus according to the present application;

[0028] Figure 4 is a schematic diagram of a computer device according to the present application. Detailed Implementation

[0029] To make the objectives and technical solutions of the embodiments of the present invention clearer, the technical solutions of the embodiments of the present invention will be clearly and completely described below with reference to the accompanying drawings. Obviously, the described embodiments are only some, not all, of the embodiments of the present invention. All other embodiments obtained by those skilled in the art based on the described embodiments of the present invention without creative effort are within the scope of protection of the present invention.

[0030] The acquisition, storage, use, and processing of data in the various embodiments of this application all comply with the relevant provisions of national laws and regulations.

[0031] Figure 1 This is a schematic diagram illustrating an application scenario according to the present invention.

[0032] like Figure 1 As shown, a user can send a user call to the call center 102 via user equipment 101. There can be one or more user equipment 101s, and the number of user equipment 101s should not be a limiting condition of this application. User equipment 101 can be a computer device such as a smartphone, tablet, laptop, or desktop computer, possessing computing power, input / output functions, and network connectivity.

[0033] Call center 102 can receive user calls and generate a series of call events during the user call. Call center 102 can be a single server device, or a server cluster, cloud server, or other computer device capable of providing application services to external users.

[0034] Call events refer to the raw process events that occur during a call after a user has called. Generally, each call can generate an average of 30 to 40 call events.

[0035] In one embodiment, a call event may include one or more of the following: self-service voice call start event, self-service voice call end event, human voice call start event, and human voice call end event.

[0036] Understandably, self-service voice calls can be made through an Interactive Voice Response (IVR) system, and during a self-service voice call, the user can select a self-service voice menu (such as the first-level incoming menu) through input components (such as buttons) on the user device 101.

[0037] It can be understood that the artificial voice call can be implemented by an artificial agent, and different artificial agents can have different agent skills (such as account transaction functions, business consultation functions, and complaint suggestion functions) during the artificial voice call.

[0038] The user call processing apparatus 103 can be in communication connection with the call center 102 via a network, and after the user calls in, a series of traffic events pushed by the call center 102 in real time can be received. The user call processing apparatus 103 can be a single server device, or a server cluster, a cloud server, or a computer device with application service provided to the outside.

[0039] In one embodiment, the user call processing apparatus 103 can register a message service with the call center 102, so that the traffic events can be collected in real time by using a message subscription-published mechanism.

[0040] Then, the user call processing apparatus 103 can preprocess the traffic events, write the traffic events into traffic data to ensure data security, and thus the user call processing apparatus 103 can use a disconnect-reconnect mechanism to maintain communication connection with the call center 102.

[0041] In one embodiment, the traffic data can be in the form of data encoding.

[0042] In addition, the user call processing apparatus 103 can parse the traffic data, and convert the traffic data into business data recognizable by business personnel according to business rules.

[0043] In one embodiment, the business rules can include one or more of a self-service voice menu library and an artificial agent skill mapping relationship, and the business data can include one or more of a call serial number, a call start time, a calling number, a menu key trajectory, an artificial voice call time, a queuing waiting time, an agent skill, and a call end time.

[0044] In one embodiment, the data encoding can be extracted from the traffic data, and the matching business data can be found according to the business rules, for example, the data encoding R01 matches the first-level incoming menu of the self-service voice menu.

[0045] Finally, the user call processing apparatus 103 can store the business data. The incoming call trajectory information of the user at each link can form a complete business interaction record and be stored in the database, so that the business personnel can retrieve the corresponding business data from the database.

[0046] In one embodiment, the business data is first loaded into a cache queue, so that even if the connection with the database is disconnected, the database can be updated after the database is reconnected.

[0047] The application enables service personnel to query user incoming call trajectory in real time from the beginning of user incoming call, identify abnormal calls or adjust operation strategy, comprehensively and accurately analyze user incoming call trajectory after user call ends, explore solutions to improve user experience, and quickly view user incoming call trajectory when user complaint or query is encountered, thereby assisting in user pacification and service answering work.

[0048] Figure 2 is a flowchart of a user call processing method according to the application.

[0049] As shown in Figure 2 , the user call processing method 200 can include:

[0050] In step S201, traffic events generated during user call are received.

[0051] As has been described above, after user incoming call, a series of traffic events pushed by the call center in real time can be received. In one embodiment, a message service can be registered with the call center, so that a message subscription-published mechanism can be used to collect traffic events in real time. By collecting user incoming call data and interaction information in real time, data processing time can be shortened.

[0052] The traffic events can include one or more of a self-service voice call start event, a self-service voice call end event, a manual voice call start event, and a manual voice call end event. It can be understood that more or less events can also be included according to actual needs, which are not limited herein.

[0053] In step S202, the type of the traffic event is identified, and traffic data is generated.

[0054] Continuing the above example, the type of the traffic event can be one or more of a self-service voice call start event, a self-service voice call end event, a manual voice call start event, and a manual voice call end event. After identifying the type of the traffic event, the traffic event can be formatted, such as writing the traffic event in the form of data coding into the traffic data.

[0055] After the traffic data is generated, the traffic data can be stored in a database. By writing the traffic data into local storage, data security can be guaranteed, so that even if the connection with the call center is disconnected, the subsequent data processing process will not be affected. In addition, the total number of traffic data and the storage path can be updated, wherein one traffic event corresponds to one traffic data.

[0056] In step S203, based on the type of the traffic data, the traffic data is converted into service data using corresponding service rules.

[0057] The plurality of traffic data can be extracted from the database in batches and loaded into the cache queue. In addition, the plurality of traffic data can be filtered based on the type of traffic data. The plurality of traffic data can be distributed to a plurality of threads to convert the plurality of traffic data into a plurality of service data, so that the user call data and interaction information can be parsed and sorted in a high-concurrency call scenario, ensuring data integrity. By hashing the unique call serial number of the user, the traffic data under the same call serial number can be distributed to the same thread, that is, the data file of the same call is processed by the same thread, so that the data integrity can be ensured.

[0058] As already described above, each thread can extract the data code from the traffic data, find the matching service data according to the service rule, so that the user call data and interaction information can be matched with the service rule in a high-concurrency call scenario, and the user interaction process can be restored. In an embodiment, the service data can be in the form of key-value pairs for easy storage.

[0059] The service rule can be maintained daily and can include one or more of a self-service voice menu library and an artificial agent skill mapping relationship, and the service data can include one or more of a call serial number, a call start time, a calling number, a menu key trajectory, a manual voice call time, a queue waiting time, an agent skill, and a call end time. For example, the call start time can be parsed from the traffic data generated by the self-service voice call start event, the manual voice call time can be parsed from the traffic data generated by the manual voice call start event, and the call end time can be parsed from the traffic data generated by the manual voice call end event.

[0060] After converting the traffic data into service data, the service data can be loaded into the cache queue first, and then stored in the database. In this way, even if the connection with the database is disconnected, the database can be updated after the database is reconnected.

[0061] If it is the first traffic event in a call, the service data can be directly loaded into the cache queue and inserted into the database synchronously, otherwise it can be determined whether the information of the call exists in the cache queue and whether the related record exists in the database. If both exist, the processed service data can be extracted from the database and loaded into the cache queue, and then merged and updated with the new service data, and then stored in the database, so that the user's call trajectory information at each link can form a complete service interaction record and be stored in the database.

[0062] After the traffic data is stored into the database, the processing status of each traffic data in the database can be tracked, and the processing status of the corresponding traffic data can be updated to a processed status after the traffic data is stored into the database. When the total number of traffic data exceeds the capacity threshold, the traffic data in the processed status can be cleaned up, so that the new data can be ensured not to be lost, and after the cleaning, the total number of traffic data and the storage path can be updated.

[0063] The above steps can be repeated until the call ends, so as to complete the user call trace recording.

[0064] In response to the query request, the corresponding business data can be retrieved from the database. After being stored, the business personnel can view the detailed user call trace information in real time, and support analysis on user call rules, user call traces and the like.

[0065] The present application enables the business personnel to query the user call trace in real time from the user call, identify abnormal calls or adjust operation strategies, and also enables comprehensive and accurate analysis on the user call trace after the user call ends, explores solutions to improve user experience, and in addition, enables quick viewing of the user call trace when encountering user complaints or doubts, and assists in doing well in user pacification and business answering work.

[0066] Figure 3 is a block diagram of a user call processing apparatus according to the present application.

[0067] As shown in Figure 3 , the user call processing apparatus 300 can include:

[0068] The acquisition unit 301 is configured to receive traffic events generated during the user call, identify the type of the traffic events, and generate traffic data;

[0069] The processing unit 302 is configured to convert the traffic data into business data by using a corresponding business rule based on the type of the traffic data.

[0070] In one embodiment, the user call processing apparatus 300 can further include a management unit 303 configured to maintain the business rule.

[0071] In one embodiment, the user call processing apparatus 300 can further include a retrieval unit 304 configured to retrieve the corresponding business data from the database in response to a query request.

[0072] The above is combined with Figure 2The detailed implementation is a method implementation corresponding to the present implementation, which can be implemented in cooperation with the above-mentioned implementations. The related technical details mentioned in the above-mentioned implementations are still valid in the present implementation, and in order to reduce repetition, they will not be described here. Correspondingly, the related technical details mentioned in the present implementation can also be applied in the above-mentioned implementations.

[0073] Figure 4 is a schematic diagram of a computer device according to the present application. The following will be described in detail in combination with Figure 4 .

[0074] The device 400 can include one or more processors 402, system control logic 408 connected to at least one of the processors 402, system memory 404 connected to the system control logic 408, non-volatile memory (NVM) 406 connected to the system control logic 408, and a network interface 410 connected to the system control logic 408.

[0075] The processor 402 can include one or more single-core or multi-core processors. The processor 402 can include any combination of general-purpose processors and special-purpose processors (e.g., graphics processors, application processors, baseband processors, etc.). In embodiments herein, the processor 402 can be configured to execute one or more embodiments according to various embodiments as shown in Figure 2 .

[0076] In some embodiments, the system control logic 408 can include any suitable interface controllers to provide any suitable interface to at least one of the processors 402 and / or any suitable device or component in communication with the system control logic 408.

[0077] In some embodiments, the system control logic 408 can include one or more memory controllers to provide an interface to connect to the system memory 404. The system memory 404 can be used to load and store data and / or instructions. In some embodiments, the memory 404 of the device 400 can include any suitable volatile memory, such as suitable dynamic random access memory (DRAM).

[0078] The NVM / memory 406 can include one or more tangible, non-transitory computer-readable media for storage of data and / or instructions. In some embodiments, the NVM / memory 406 can include any suitable non-volatile memory, such as flash memory, and / or any suitable non-volatile storage device, such as at least one of a Hard Disk Drive (HDD), a Compact Disc (CD) drive, a Digital Versatile Disc (DVD) drive.

[0079] NVM / storage 406 can include a portion of storage resources installed on a device of apparatus 400, or it can be accessible by the apparatus but not necessarily part of the apparatus. For example, NVM / storage 406 can be accessed over a network via network interface 410.

[0080] In particular, system memory 404 and NVM / storage 406 can include, respectively, a transient copy and a permanent copy of instructions 420. Instructions 420 can include instructions that, when executed by at least one of processors 402, cause apparatus 400 to implement various embodiments as described herein, such as the method shown in FIG. 4. Figure 2 In some embodiments, instructions 420, hardware, firmware, and / or software components thereof can additionally / alternatively be placed in system control logic 408, network interface 410, and / or processors 402.

[0081] Network interface 410 can include a transceiver to provide a radio interface for apparatus 400 to communicate with any other suitable devices (e.g., front-end modules, antennas, etc.) over one or more networks. In some embodiments, network interface 410 can be integrated with other components of apparatus 400. For example, network interface 410 can be integrated with at least one of processors 402, system memory 404, NVM / storage 406, and firmware having instructions that, when executed by at least one of processors 402, cause apparatus 400 to implement one or more embodiments as described herein. Figure 2

[0082] Network interface 410 can further include any suitable hardware and / or firmware to provide a multiple-input multiple-output radio interface. For example, network interface 410 can be a network adapter, a wireless network adapter, a telephone modem, and / or a wireless modem.

[0083] In one embodiment, at least one of processors 402 can be packaged together with logic for one or more controllers of system control logic 408 to form a system in a package (SiP). In one embodiment, at least one of processors 402 can be integrated on the same die with logic for one or more controllers of system control logic 408 to form a system on a chip (SoC).

[0084] Apparatus 400 can further include input / output (I / O) devices 412. I / O devices 412 can include a user interface to enable a user to interact with apparatus 400; a peripheral component interface to enable peripheral components to interact with apparatus 400. In some embodiments, apparatus 400 further includes sensors to determine at least one of environmental conditions and location information related to apparatus 400. ​

[0085] In some embodiments, the user interface can include, but is not limited to, a display (e.g., a liquid crystal display, a touch screen display, etc.), a speaker, a microphone, one or more cameras (e.g., a still image camera and / or a video camera), a flashlight (e.g., a light-emitting diode flash), and a keyboard.

[0086] In some embodiments, the peripheral component interface can include, but is not limited to, a non-volatile memory port, an audio jack, and a power supply interface.

[0087] In some embodiments, the sensors can include, but are not limited to, a gyroscope sensor, an accelerometer, a proximity sensor, an ambient light sensor, and a positioning unit. The positioning unit can also be part of, or interact with, the network interface 410 to communicate with components of a positioning network (e.g., Global Positioning System (GPS) satellites).

[0088] It can be appreciated that the structure illustrated by the embodiments of the present application does not constitute a specific limitation to the computer device 400. In other embodiments of the present application, the computer device 400 can include more or less components than illustrated, or combine certain components, or split certain components, or different arrangement of components. The illustrated components can be implemented in hardware, software, or a combination of software and hardware.

[0089] The program code can be applied to input instructions to perform the functions described herein and generate output information. The output information can be applied to one or more output devices, which can be known. For the purposes of this application, a processing system includes any system that has a processor, such as a digital signal processor (DSP), a microcontroller, an application specific integrated circuit (ASIC), or a microprocessor.

[0090] The program code can be implemented in a high level procedural or object oriented programming language to communicate with a processing system. The program code can also be implemented in assembly or machine language, if desired. In fact, the mechanisms described herein are not limited in scope to any particular programming language. In any case, the language can be a compiled or interpreted language.

[0091] One or more aspects of at least one embodiment can be implemented by representative instructions stored on a machine-readable storage medium which represents various logic within the processor, which when read by a machine causes the machine to fabricate logic to perform the techniques described herein. Such representations, known as "IP cores" can be stored on a tangible, machine readable media and supplied to various customers or manufacturing facilities to load into the fabrication machines that make the logic or processor.

Claims

1. A user call processing method, characterized in that, The method includes: Register a message service with the call center and use a message subscription-publish mechanism to receive a series of call events generated and pushed in real time during a user's call from the call center, wherein the call events include one or more of the following: self-service voice call start event, self-service voice call end event, human voice call start event, and human voice call end event; The type of the call event is identified, and call data is generated, enabling the use of a disconnection and reconnection mechanism to maintain a communication connection with the call center, wherein the call data is in the form of data encoding; Based on the type of the call data, valid call data is filtered out, data codes are extracted from the call data, and the call data is converted into business data that can be recognized by business personnel using the corresponding business rules. The business rules include one or more of the self-service voice menu library and the mapping relationship between human agent skills, and the business data includes one or more of the following: call serial number, call start time, caller ID, menu keystrokes, call transfer time to human agent, queuing time, agent skills, and call end time. After generating the call data, the call data is stored in the database, and the total number of call data and the storage path are updated. One call event corresponds to one call data. In this process, multiple call data are extracted from the database in batches and loaded into a cache queue. The multiple call data are then distributed to multiple threads to convert them into multiple service data. Call data belonging to the same call serial number are distributed to the same thread. Specifically, after converting the call data into the service data, the service data is loaded into the cache queue and stored in the database. If the process involves the first call event in a call, the service data is directly loaded into the cache queue and simultaneously inserted into the database. Otherwise, it is first determined whether the call information already exists in the cache queue and whether a related record already exists in the database. If both exist, the processed service data is extracted from the database and loaded into the cache queue, merged and updated with the new service data, and then stored in the database.

2. The method according to claim 1, characterized in that, The method further includes tracking the processing status of each call data in the database, and cleaning up the processed call data when the total number of call data exceeds the capacity threshold, wherein after the business data is stored in the database, the processing status of the corresponding call data is updated to the processed status.

3. The method according to claim 2, characterized in that, The method further includes retrieving corresponding business data from the database in response to a query request.

4. A user call processing device, characterized in that, The device includes: The acquisition unit is used to register a message service with the call center and receive a series of call events generated and pushed in real time during a user call from the call center using a message subscription-publishing mechanism. The call events include one or more of the following: self-service voice call start event, self-service voice call end event, human voice call start event, and human voice call end event. The acquisition unit is also used to identify the type of the call events and generate call data, enabling the use of a disconnection and reconnection mechanism to maintain a communication connection with the call center. The call data is in the form of data encoding. The processing unit is configured to filter out valid call data based on the type of the call data, extract data codes from the call data, and convert the call data into business data that can be recognized by business personnel using corresponding business rules. The business rules include one or more of the following: a self-service voice menu library and a mapping relationship between human agent skills. The business data includes one or more of the following: call serial number, call start time, caller ID, menu keystrokes, call transfer time to human agent, queuing time, agent skills, and call end time. After generating the call data, the call data is stored in the database, and the total number of call data and the storage path are updated. One call event corresponds to one call data. In this process, multiple call data are extracted from the database in batches and loaded into a cache queue. The multiple call data are then distributed to multiple threads to convert them into multiple service data. Call data belonging to the same call serial number are distributed to the same thread. Specifically, after converting the call data into the service data, the service data is loaded into the cache queue and stored in the database. If the process involves the first call event in a call, the service data is directly loaded into the cache queue and simultaneously inserted into the database. Otherwise, it is first determined whether the call information already exists in the cache queue and whether a related record already exists in the database. If both exist, the processed service data is extracted from the database and loaded into the cache queue, merged and updated with the new service data, and then stored in the database.

5. The apparatus according to claim 4, characterized in that, The device also includes a management unit for maintaining the business rules.

6. The apparatus according to claim 4, characterized in that, The device also includes a retrieval unit for retrieving corresponding business data from the database in response to a query request.

7. A computer device, characterized in that, The computer device includes a memory storing computer-executable instructions and a processor configured to execute the instructions to implement the user call processing method according to any one of claims 1 to 3.

8. A computer storage medium encoded using a computer program, characterized in that, The computer program includes instructions that are executed by a computer to implement the user call processing method according to any one of claims 1 to 3.

9. A computer program product, characterized in that, The computer program product includes computer instructions, which, when executed, implement the user call processing method according to any one of claims 1 to 3.

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