Call transfer method, call center and call transfer device

Abstract

An embodiment of the present application provides a call forwarding method, a call center and a call forwarding device, the method comprising: generating a first information list and associating a user's identifier, when the call center, as the calling party, calls the user and completes the call, generating a first history record according to the content of the call; updating the first information list according to the first history record; when the call center, as the called party, receives a call from the user, obtaining the user's first information list according to the user's identifier; generating a voice service according to the first information list, the voice service comprising prompting the user to handle related services; and transferring the call to at least one of a plurality of manual seats of the call center according to the user's feedback information on the voice service, thereby improving the user's calling experience.

Description

Technical Field

[0001] The embodiments of the present application relate to the field of voice communications, and in particular to a call forwarding method, a call center, and a call forwarding device. Background Art

[0002] In some application scenarios of call centers, different service contents are often required according to the type of business to be handled. When a user calls the call center to request a service, the call center does not know in advance what type of business the user needs to handle, nor does it know what service content should be provided, let alone which of the multiple manual seats the user's call should be transferred to.

[0003] Therefore, how to know how to choose the type of business to handle and what services to provide has become an urgent problem to be solved. Summary of the invention

[0004] The embodiment of the present application provides a call forwarding method, which can predict the business handled by the user and provide voice services related to the predicted business.

[0005] In a first aspect, a call forwarding method is provided, which is used in a call center, and the method includes: generating a first information list and associating a user's identifier, when the call center, as the calling party, calls the user and completes the call, generating a first history record according to the content of the call; updating the first information list according to the first history record; when the call center, as the called party, receives a call from the user, obtaining the user's first information list according to the user's identifier; generating a voice service according to the first information list, the voice service including prompting the user to handle related services; and forwarding the call to at least one of a plurality of manual agents of the call center according to the user's feedback information on the voice service.

[0006] The technical solution of the embodiment of the present application, in the embodiment provided by the present application, by predicting the services that the user may handle, providing voice services related to the predicted services, and forwarding calls based on the user's feedback information on the voice service, thereby improving the user's calling experience.

[0007] On the other hand, generating a voice service according to the first information list is more efficient than traditional voice recognition and improves the transfer efficiency.

[0008] In one possible implementation, the first historical record includes a time record, and updating the first information list based on the first historical record includes: comparing the first historical record with the historical records in the first information list, and merging the first historical record whose time difference is less than a first threshold and the historical records in the first information list to update the first information list.

[0009] In one possible implementation, the first historical record includes a call content summary generated according to the content of the call by at least one of speech recognition, artificial neural network model recognition and manual recognition, wherein the call content summary includes at least one keyword tag; updating the first information list according to the first historical record includes: comparing the call content summary of the first historical record with the call content summary of the historical record in the first information list, and merging the first historical record and the historical record in the first information list whose number of identical keyword tags is greater than a second threshold to update the first information list.

[0010] In a possible implementation, the voice service includes: sending a welcome message to the user, where the welcome message includes a summary of the call content.

[0011] In one possible implementation, the historical records of the first information list include call breakpoint content generated according to the content of the call through at least one of voice recognition, artificial neural network model recognition and manual recognition, wherein the call breakpoint content is the content when the historical call was interrupted, and the call breakpoint content includes a breakpoint keyword tag; updating the first information list according to the first historical record includes: comparing the call content summary of the first historical record with the call breakpoint content of the historical record in the first information list, merging the first historical record with the historical record in the first information list having the same keyword tag as the breakpoint keyword tag of the historical record in the first information list to update the first information list.

[0012] In the embodiment provided by the present application, updating the first information list by comparing the differences between the records in the first information list and the first historical records is beneficial to improving storage utilization, and increasing the data reading speed during call forwarding, reducing the user's waiting time, and further improving the user experience.

[0013] In a possible implementation, the voice service includes: sending a welcome message to the user, where the welcome message includes call breakpoint content.

[0014] In a possible implementation, transferring a call to at least one of a plurality of manual agents of a call center based on user feedback information on a voice service includes: determining a priority order of the plurality of manual agents of the call center based on the feedback information on the voice service; and transferring the call to at least one of the plurality of manual agents based on the priority order.

[0015] In a second aspect, a call center is provided, the call center comprising: a call transfer device and a plurality of human agents;

[0016] The call transfer device transfers the user's call to at least one manual agent among multiple manual agents using the method as described in any implementation of the first aspect.

[0017] According to a third aspect, a call forwarding device is provided, which includes: a processor and a memory; the memory is used to store a first information list associated with a user's identifier, the first information list is generated based on a first historical record, wherein the first historical record is generated based on the content of the call when the call center, as the calling party, calls the user and completes the call; the processor is used to read the first information list based on the user's identifier, and generate a voice service based on the user's first information list, the voice service is used to prompt the user to handle related business; the processor is also used to transfer the call to at least one of a plurality of manual seats of the call center based on the user's feedback information on the voice service.

[0018] In a fourth aspect, the present application provides a processing circuit (or processor) for executing the method provided in any one of the implementations of the first aspect above.

[0019] In a fifth aspect, a computer-readable storage medium is provided, which stores a program code for execution by a device, wherein the program code includes a method for executing any one of the implementations of the first aspect.

[0020] According to a sixth aspect, a computer program product comprising instructions is provided. When the computer program product is run on a computer, the computer is enabled to execute a method provided by any implementation of any aspect of the first aspect.

[0021] In a seventh aspect, a chip is provided, the chip comprising a processing circuit and a communication interface, the processing circuit reads instructions stored in a memory through the communication interface, and executes a method provided by any one of the implementation modes of the above-mentioned first aspect.

[0022] Optionally, as an implementation method, the chip also includes a memory, in which a computer program or instructions are stored, and the processing circuit is used to execute the computer program or instructions stored in the memory. When the computer program or instructions are executed, the processing circuit is used to execute the method provided in any implementation method of the first aspect above. BRIEF DESCRIPTION OF THE DRAWINGS

[0023] Figure 1 A schematic diagram of an application scenario of a call center according to an embodiment of the present application is shown.

[0024] Figure 2 It is a flow chart of a call forwarding method provided in one embodiment of the present application.

[0025] Figure 3 It is a flow chart of a call forwarding method in one embodiment of the present application.

[0026] Figure 4 It is a flow chart of a call forwarding method in another embodiment of the present application.

[0027] Figure 5 It is a flow chart of a call forwarding method in yet another embodiment of the present application.

[0028] Figure 6 It is a schematic diagram of a call forwarding device provided in one embodiment of the present application.

[0029] Figure 7 It is a schematic diagram of a call forwarding device provided in another embodiment of the present application. DETAILED DESCRIPTION

[0030] It should be noted that, in the description of the embodiments of the present application, unless otherwise specified, “ / ” means or, for example, A / B can mean A or B; the “and / or” in this article is merely a way to describe the association relationship of associated objects, indicating that three relationships may exist, for example, A and / or B can mean: A exists alone, A and B exist at the same time, and B exists alone.

[0031] In the embodiments of the present application, the terms "first" and "second" are used for descriptive purposes only and cannot be understood as indicating or implying relative importance or implicitly indicating the number of indicated technical features. Thus, the features defined as "first" and "second" may explicitly or implicitly include one or more of the features. In addition, in the description of the embodiments of the present application, "multiple" refers to two or more than two, "at least one" and "one or more" refer to one, two or more. The singular expressions "one", "a kind", "said", "above", "the" and "this" are intended to also include expressions such as "one or more", unless there is a clear indication to the contrary in the context.

[0032] References to "one embodiment" or "some embodiments" etc. described in this specification mean that a particular feature, structure or characteristic described in conjunction with the embodiment is included in one or more embodiments of the present application. Thus, the phrases "in one embodiment", "in some embodiments", "in some other embodiments", "in some other embodiments", etc. that appear at different places in this specification do not necessarily refer to the same embodiment, but mean "one or more but not all embodiments", unless otherwise specifically emphasized in other ways. The terms "including", "comprising", "having" and their variations all mean "including but not limited to", unless otherwise specifically emphasized in other ways.

[0033] The technical solutions in the embodiments of the present application will be described below in conjunction with the accompanying drawings.

[0034] Figure 1 A schematic diagram of an application scenario of a call center according to an embodiment of the present application is shown.

[0035] like Figure 1As shown, voice network communication has become a common communication method, and many enterprises use call centers. For example, when user 110 calls a call center, user 110 is the calling party and call center 120 is the called party.

[0036] The user 110 may also be called a user terminal, which may be a cellular phone, a cordless phone, a session initiation protocol (SIP) phone, a smart phone, a mobile phone, etc.

[0037] The call forwarding device 121 can be a gateway, a program-controlled switch, a server, etc., and this application does not limit this.

[0038] In some applications, it is often necessary to provide different service contents according to the type of business to be handled, and further, select the corresponding human agent of the business team according to the different business types. When the user 110 calls the call center 120 to request to handle a business, the call center 120 does not know in advance what type of business the user 110 needs to handle, nor does it know what service content should be provided, and even less does it know which of the multiple human agents 122 the call of the user 110 should be transferred to. Therefore, how to know how to select the type of business to be handled and what service content to provide has become an urgent problem to be solved.

[0039] Figure 2 It is a flow chart of a call forwarding method provided in one embodiment of the present application.

[0040] like Figure 2 The call transfer method shown can be used in a call center 120 to provide services to users and transfer the call request of the user 110 to a suitable artificial seat 122. The method may include:

[0041] S210, generating a first information list and associating it with a user identifier.

[0042] The first information list is used to establish a data profile and is associated with the user's identifier.

[0043] The user identifier may be, for example, the user's mobile phone number, the user's IP address, etc., or may be a user ID in a user database established by a call center, which is not limited in this application.

[0044] S220: When the call center, as the calling party, calls the user and completes the call, a first history record is generated according to the content of the call.

[0045] As an example but not limitation, the first history record may include a time record (eg, the time when the call ended), historical call content, call breakpoint content, and operator, etc.

[0046] Illustratively, Table 1 shows a schematic diagram of the first historical record of a certain user.

[0047] Table 1

[0048]

[0049] Table 1 is only an exemplary example of a possible way to give the first historical record, and the first historical record may also be in other forms, such as in the form of code. The content of the first historical record may also be more or less, and the embodiment of the present application does not limit this.

[0050] S230: Update the first information list according to the first historical record.

[0051] As a possible embodiment, updating the first information list according to the first historical record includes adding the first historical record to the first information list. Exemplarily, Table 2 gives an example of adding the first historical record of a user as shown in Table 1 to the first information list of the user.

[0052] Table 2

[0053]

[0054] As another possible embodiment, updating the first information list according to the first historical record includes updating the first information list according to the difference between the first historical record and the record in the first information list.

[0055] In some possible embodiments, the first historical record includes a time record. For example, Figure 3 Updating the first information list according to the first historical record includes:

[0056] S310: Compare the time record of the first historical record with the time record of the record in the first information list.

[0057] Optionally, the time record of the first historical record may be compared with the time record of the latest record in the records in the first information list.

[0058] Optionally, the time record of the first historical record may be compared with the time records of all records in the first information list.

[0059] S320: Merge the first historical record and the record in the first information list whose time difference of the time record is less than a first threshold.

[0060] For example, the time record of the first historical record is 2053 / 11 / 12, and there are records with time records of 2053 / 10 / 11, 2053 / 11 / 13 and 2052 / 11 / 12 in the first information list, and the first threshold is set to 3 days. Then, the first historical record and the records with time records of 2053 / 11 / 13 and 2052 / 11 / 12 can be merged into one record.

[0061] Since the probability of handling multiple different businesses in a short period of time is low, the probability of data loss is also low when the records in a short period of time are merged into one record, which is conducive to improving storage utilization.

[0062] In some possible embodiments, the first historical record includes a call content summary generated according to the content of the call by at least one of speech recognition, artificial neural network model recognition, and manual recognition, wherein the call content summary includes at least one keyword tag. For example, if the content of the last call with the user was about the postponement of the math class, then the artificial neural network model can output "math class postponement", or the call content summary can be manually recorded by the call agent. For example, Figure 4 As shown, updating the first information list according to the first historical record includes:

[0063] S410: Compare the call content summary of the first historical record with the call content summary of the historical record in the first information list.

[0064] Optionally, the call content summary of the first history record may be compared with the call content summary of the latest record in the records in the first information list.

[0065] Optionally, the call content summary of the first history record may be compared with the call content summaries of all records in the first information list.

[0066] Exemplarily, Table 3 and Table 4 give examples of merging the first historical records shown in Table 1 with the records in the first information list. Table 3 is the first information list before merging, and Table 4 is the first information list after merging.

[0067] Table 3

[0068]

[0069] Table 4

[0070]

[0071] As another possible embodiment, the first historical record includes the content of the historical call interruption generated by voice recognition, artificial neural network model recognition and manual recognition according to the historical call content, which can also be called call breakpoint content. For example, the content of the last call with the user was "math class postponement and English class registration", but the English class registration has not yet been decided, then the "English class registration" can be output through the artificial neural network model, or the corresponding call breakpoint content can be manually recorded by the call agent. Exemplary, such as Figure 5 As shown, updating the first information list according to the first historical record includes:

[0072] S510: Compare the call content summary of the first history record with the call breakpoint content recorded in the first information list.

[0073] S520: Merge the first history record having the same keyword tag as the breakpoint keyword tag and the record in the first information list.

[0074] Since the call breakpoint content in the first information list has the same keyword tag as the historical call content in the first historical record, it means that the call breakpoint content in the record has been processed. Merging the first historical record and the record into one record is conducive to simplifying data and improving the speed of retrieving data.

[0075] S240: When the call center as the called party receives a call from the user, a first information list of the user is obtained according to the identifier of the user.

[0076] Exemplarily, since the first information list is associated with the user identifier, the call center may obtain the first information list according to the user's mobile phone number, the user's IP address, or the user ID in the user database established by the call center.

[0077] S250, generating a voice service according to the first information list, where the voice service includes prompting the user to handle related services.

[0078] When user 110 calls call center 120 to request a service, call center 120 does not know in advance what type of service user 110 needs to handle, nor what service content should be provided. The call center can record the call status in the user's historical calls and determine the first information list based on the historical call content. When the user calls the call center, before the call is transferred, in order to more accurately meet the user's requirements, voice service can be provided to the user based on the first information list.

[0079] As an embodiment, the voice service is determined according to the call content summary and / or call breakpoint content in the first information list.

[0080] For example, in the first information list of the user, the "math class postponement" service is handled the most in the call content summary, but the math class postponement time has not yet been determined, so the artificial neural network model can output "math class postponement time to be determined", or the corresponding call breakpoint content can be manually recorded by the call agent. When the user calls the call center again, the call center can provide the user with voice services related to "math class postponement time to be determined" through the call breakpoint content.

[0081] Although in the case of historical calls, the user is likely to continue the last service or the same service as the last time when calling again, but the customer may also want to handle new services. Therefore, in order to improve the efficiency of service processing, before transferring to the manual seat, the voice service is sent to the user according to the first information list, so as to understand the user's needs in advance and further improve the communication efficiency and service experience.

[0082] As an embodiment, a voice service is generated based on the time record, call content summary and / or call breakpoint content in the first information list. For example, if the user's math class is postponed every time on Wednesday and the time of the call is Wednesday, the service that the user is most likely to handle at the current time may be "math class postponement". The voice service content may include "whether it is necessary to handle math class postponement".

[0083] The above examples are only illustrative, and different voice services can be provided according to different needs based on the first information list. For example, the voice service can also include the following options: "Math class postponement again", "Math class payment processing", "Math class withdrawal processing", "New business processing", etc.

[0084] Optionally, the voice service may include sending a welcome message to the user. When a user calls the call center, the user's waiting process is relatively boring during the transfer process. In order to improve the service experience, a welcome message may be sent to the user, and the welcome message may be associated with the call content summary. For example, if the call content summary is "Math class postponed", the welcome message may be "Dear xxx, how satisfied are you with the math course we provide? You are welcome to provide valuable suggestions."

[0085] Optionally, the welcome message may include a summary of the call content in the first information list.

[0086] Optionally, the welcome message may include the call breakpoint content in the first information list.

[0087] The above examples are merely illustrative and should not be construed as limiting the present application.

[0088] S260: Transfer the call to at least one of the multiple manual agents of the call center according to the user's feedback information on the voice service.

[0089] Since the enterprise may need to assign different manual seats 122 according to the user's business type, and the call center 120 does not know in advance the business type that the user 110 needs to handle, the call center 120 can record the call details when conducting historical calls with the user 110, generate a voice service based on a first information list updated according to a first history record of the historical call content, and transfer the call to a manual seat based on the user's feedback on the voice service.

[0090] In the embodiments provided in the present application, by predicting the services that a user may handle, voice services related to the predicted services are provided, and calls are forwarded based on user feedback on the voice services, thereby improving the user's call experience and increasing forwarding efficiency.

[0091] Specifically, the call center 120 can assign priority orders to the multiple human agents 122 of the call center 120 based on the feedback information of the voice service, that is, determine the priority order of the multiple human agents, and transfer the call to at least one of the multiple human agents according to the priority order, for example, the human agent with the highest priority order.

[0092] As a possible implementation manner, when the first information list includes a call content summary, the call center may determine the priority order of multiple manual agents of the call center according to the call content summary.

[0093] For example, the call content summary is "Math class payment extension", and the multiple agents in the call center include a math group, a physics group, and a Chinese group. The agent in the math group is assigned the highest priority, and the call is transferred to the agent with the highest priority based on the priority order.

[0094] Preferably, the human agent with the highest priority order may be the human agent corresponding to the last historical call.

[0095] As another possible implementation manner, when the first information list includes call breakpoint content, the call center may determine the priority order of multiple manual agents of the call center according to the call breakpoint content.

[0096] Exemplarily, the voice service may be associated with a summary of the call content. For example, if the summary of the call content is "math class postponement", the service navigation may include the following options: "math class postponement processing", "math class payment processing", "math class withdrawal processing", "new business processing", etc. According to the user's feedback information on the above options, different priority orders are set for multiple manual seats. The multiple manual seats of the call center include a mathematics group, a physics group, and a Chinese group. The manual seat of the mathematics group is assigned the highest priority order, so that the call is transferred to the manual seat with the highest priority order according to the priority order.

[0097] Optionally, the human agent with the highest priority order may be the human agent corresponding to the last call.

[0098] Exemplarily, the voice service may be associated with the call breakpoint content. For example, if the call breakpoint content is "Math class postponement time to be determined", the voice service may include the following options: "Determine math class postponement time", "Cancel math class postponement", "New service processing", etc.

[0099] When the customer chooses to continue the type of service that was not completed last time, the priority order of the multiple manual seats of the call center determined according to the call breakpoint content in the above embodiment can be used; when the customer chooses not to continue or chooses other types of services, it is necessary to rearrange the priority order of the multiple manual seats of the call center so as to select a suitable manual seat.

[0100] Furthermore, when the call center determines the priority order of the manual agents, the call center may also transfer the call to at least one manual agent among the multiple manual agents according to the priority order.

[0101] Figure 6 It is a schematic diagram of a call forwarding device provided in one embodiment of the present application.

[0102] like Figure 6 The call forwarding device 1000 shown may include a processing unit 1010 and a storage unit 1020. The processing unit 1010 may be used to process data. The storage unit 1020 may be used to store instructions and / or data, and the processing unit 1010 may read the instructions and / or data in the storage unit 1020 so that the device implements the aforementioned method embodiment.

[0103] As a design, the call forwarding device 1000 is used to execute the steps or processes executed by the device in the above method embodiment; the processing unit 1010 is used to execute operations related to processing data in the above method embodiment, for example, generating a first information list through the processing unit 1010 and updating the first information list according to a first historical record, etc.

[0104] It should be understood that the specific process of each unit executing the above corresponding steps has been described in detail in the above method embodiment, and for the sake of brevity, it will not be repeated here.

[0105] It should also be understood that the call forwarding device 1000 here is embodied in the form of a functional unit. The term "unit" here may refer to an application specific integrated circuit (ASIC), an electronic circuit, a processor (such as a shared processor, a dedicated processor or a group processor, etc.) and a memory for executing one or more software or firmware programs, a combined logic circuit and / or other suitable components that support the described functions. In an optional example, those skilled in the art can understand that the call forwarding device 1000 can be specifically the device in the above-mentioned embodiment, and can be used to execute the various processes and / or steps corresponding to the device in the above-mentioned method embodiments. To avoid repetition, it will not be repeated here.

[0106] The call forwarding device 1000 of each of the above schemes has the function of implementing the corresponding steps performed by the device in the above method. The function can be implemented by hardware, or by hardware executing the corresponding software. The hardware or software includes one or more modules corresponding to the above functions; the processing unit and the like can be replaced by a processor to respectively perform the relevant processing operations in each method embodiment.

[0107] The processing unit 1010 may be a processing circuit.

[0108] It should be pointed out that Figure 6 The call forwarding device 1000 in the embodiment may be a chip or a chip system, such as a system on chip (SoC), wherein the processing unit is a processor or a microprocessor or an integrated circuit integrated on the chip, which is not limited here.

[0109] Figure 7 It is a schematic diagram of a call forwarding device provided in another embodiment of the present application.

[0110] like Figure 7 The call forwarding device 2000 shown may include a processor 2010 .

[0111] Alternatively, if Figure 7 As shown, the call forwarding device 2000 further includes a memory 2020 , and the memory 2020 is connected to the processor 2010 via a bus 2030 .

[0112] Optionally, the processor 2010 can be coupled to the memory 2020, and the memory 2020 is used to store computer programs or instructions and / or data. The processor 2010 is used to execute the computer programs or instructions stored in the memory 2020, or read the data stored in the memory 2020, so as to execute the methods in the above method embodiments.

[0113] Optionally, there are one or more processors 2010 .

[0114] Optionally, the memory 2020 is one or more.

[0115] Optionally, the memory 2020 is integrated with the processor 2010, or is separately provided.

[0116] As an example, the processor 2010 may have Figure 6 In addition to the functions of the processing unit 1010 shown in FIG. 1 , the memory 2020 may have the function of a storage unit.

[0117] As a solution, the call forwarding device 2000 is used to implement the operations performed by the device in each of the above method embodiments.

[0118] For example, the processor 2010 is used to execute the computer program or instructions stored in the memory 2020 to implement the relevant operations of the device in each method embodiment above.

[0119] It should be understood that the processor mentioned in the embodiments of the present application may be a central processing unit (CPU), or other general-purpose processors, digital signal processors (DSP), application specific integrated circuits (ASIC), field programmable gate arrays (FPGA) or other programmable logic devices, discrete gate or transistor logic devices, discrete hardware components, etc. The general-purpose processor may be a microprocessor or the processor may also be any conventional processor, etc.

[0120] It should also be understood that the memory mentioned in the embodiments of the present application may be a volatile memory and / or a non-volatile memory. Among them, the non-volatile memory may be a read-only memory (ROM), a programmable read-only memory (PROM), an erasable programmable read-only memory (EPROM), an electrically erasable programmable read-only memory (EEPROM), or a flash memory. The volatile memory may be a random access memory (RAM). For example, RAM may be used as an external cache. By way of example and not limitation, RAM includes the following forms: static RAM (SRAM), dynamic RAM (DRAM), synchronous DRAM (SDRAM), double data rate SDRAM (DDR SDRAM), enhanced SDRAM (ESDRAM), synchronous link DRAM (SLDRAM), and direct rambus RAM (DR RAM).

[0121] It should be noted that when the processor is a general-purpose processor, DSP, ASIC, FPGA or other programmable logic device, discrete gate or transistor logic device, discrete hardware component, the memory (storage module) can be integrated into the processor.

[0122] Figure 7 The device in the above embodiment may be a device, or a chip or a chip system, such as a system on chip (SoC). The transceiver may be an input / output circuit or a communication interface; the processor may be a processor or a microprocessor or an integrated circuit integrated on the chip. This is not limited here.

[0123] It should also be noted that the memory described herein is intended to include, but is not limited to, these and any other suitable types of memory.

[0124] When the device is the chip system (or may also be called a processing system), it may include a logic circuit and an input / output interface.

[0125] Among them, the logic circuit can be a processing circuit in the chip system. The logic circuit can be coupled to the storage unit and call the instructions in the storage unit so that the chip system can implement the methods and functions of each embodiment of the present application. The input / output interface can be an input / output circuit in the chip system, outputting information processed by the chip system, or inputting data or signaling information to be processed into the chip system for processing.

[0126] An embodiment of the present application also provides a computer-readable storage medium on which computer program instructions for implementing the methods executed by the apparatus in the above-mentioned method embodiments are stored.

[0127] For example, when the computer program instructions are executed by a computer, the computer can implement the method performed by the device in each embodiment of the above method.

[0128] The embodiment of the present application further provides a computer program product, comprising program instructions, which, when executed by a computer, implement the methods performed by the apparatus in the above-mentioned method embodiments.

[0129] The explanation of the relevant contents and beneficial effects of any of the above-mentioned devices can be referred to the corresponding method embodiments provided above, which will not be repeated here.

[0130] Those of ordinary skill in the art will appreciate that the units and algorithm steps of each example described in conjunction with the embodiments disclosed herein can be implemented in electronic hardware, or a combination of computer software and electronic hardware. Whether these functions are performed in hardware or software depends on the specific application and design constraints of the technical solution. Professional and technical personnel can use different methods to implement the described functions for each specific application, but such implementation should not be considered to be beyond the scope of this application.

[0131] Those skilled in the art can clearly understand that, for the convenience and brevity of description, the specific working processes of the above-described devices and units can refer to the corresponding processes in the aforementioned method embodiments and will not be repeated here.

[0132] In the several embodiments provided in the present application, it should be understood that the disclosed systems, devices and methods can be implemented in other ways. For example, the device embodiments described above are only schematic. For example, the division of the units is only a logical function division. There may be other division methods in actual implementation, such as multiple units or components can be combined or integrated into another system, or some features can be ignored or not executed. Another point is that the mutual coupling or direct coupling or communication connection shown or discussed can be through some interfaces, indirect coupling or communication connection of devices or units, which can be electrical, mechanical or other forms.

[0133] The units described as separate components may or may not be physically separated, and the components shown as units may or may not be physical units, that is, they may be located in one place or distributed on multiple network units. Some or all of the units may be selected according to actual needs to achieve the purpose of the solution of this embodiment.

[0134] In addition, each functional unit in each embodiment of the present application may be integrated into one specific unit, or each unit may exist physically separately, or two or more units may be integrated into one unit.

[0135] If the functions are implemented in the form of software functional units and sold or used as independent products, they can be stored in a computer-readable storage medium. Based on this understanding, the technical solution of the present application can be essentially or partly embodied in the form of a software product that contributes to the field. The computer software product is stored in a storage medium, including several instructions to enable a computer device (which can be a personal computer, server, or network device, etc.) to execute all or part of the steps of the methods described in each embodiment of the present application. The aforementioned storage medium includes: U disk, mobile hard disk, read-only memory (ROM), random access memory (RAM), disk or optical disk, and other media that can store program codes.

[0136] The above is only a specific implementation of the present application, but the protection scope of the present application is not limited thereto. Any technician familiar with the technical field can easily think of various equivalent modifications or replacements within the technical scope disclosed in the present application, and these modifications or replacements should be included in the protection scope of the present application. Therefore, the protection scope of the present application shall be based on the protection scope of the claims.

Claims

1. A call forwarding method, characterized in that: The method is used in a call center, and comprises: generating a first information list and associating it with an identifier of the user, When the call center, as the calling party, calls the user and completes the call, generating a first history record according to the content of the call; updating the first information list according to the first historical record; When the call center as the called party receives a call from the user, acquiring the first information list of the user according to the identifier of the user; generating a voice service according to the first information list, wherein the voice service includes prompting the user to handle related services; Transferring the call to at least one of the multiple manual agents of the call center according to the user's feedback information on the voice service; The historical records of the first information list include a call content summary and a call breakpoint content generated according to the content of the call by at least one of speech recognition, artificial neural network model recognition and manual recognition, wherein the call content summary includes at least one keyword tag, the call breakpoint content is the content when the historical call was interrupted, and the call breakpoint content includes a breakpoint keyword tag; The updating of the first information list according to the first historical record includes: Compare the call content summary of the first historical record with the call breakpoint content of the record in the first information list, and merge the first historical record and the record in the first information list that have the same keyword tag as the breakpoint keyword tag of the record in the first information list to update the first information list.

2. The method according to claim 1, characterized in that The first historical record includes a time record, and updating the first information list according to the first historical record includes: Compare the time record of the first historical record with the time record of the record in the first information list, The first historical records and the records in the first information list whose time difference of the time records is less than a first threshold are merged to update the first information list.

3. The method according to claim 1 or 2, characterized in that: The updating of the first information list according to the first historical record includes: The call content summary of the first historical record is compared with the call content summary of the record in the first information list, and the first historical record and the record in the first information list having the same keyword tags greater than a second threshold are merged to update the first information list.

4. The method according to claim 3, characterized in that: The voice service also includes: A welcome message is sent to the user, wherein the welcome message includes a summary of the call content.

5. The method according to claim 4, characterized in that The voice service also includes: A welcome message is sent to the user, where the welcome message includes the call breakpoint content.

6. The method according to claim 1, characterized in that The method of transferring the call to at least one of a plurality of manual agents of a call center according to the user's feedback information on the voice service comprises: Determine the priority order of multiple human agents of the call center according to the feedback information of the voice service; The call is transferred to at least one of the plurality of human agents according to the priority order.

7. A call center, characterized in that: The call center includes: Call forwarding device and multiple human agents; The call forwarding device uses the method according to any one of claims 1 to 6 to forward the user's call to at least one of the multiple manual agents.

8. A call forwarding device, characterized in that: The device comprises: Processor, memory; The memory is used to store a first information list associated with the user's identifier, the first information list is updated according to a first historical record, wherein the first historical record is generated according to the content of the call when the call center, as the calling party, calls the user and completes the call; The processor is used for reading the first information list according to the identifier of the user when the call center as the called party receives the call from the user, and generating a voice service according to the first information list of the user, wherein the voice service is used for prompting the user to handle related services; The processor is further configured to transfer the call to at least one of the plurality of manual agents of the call center according to the user's feedback information on the voice service; The historical records of the first information list include a call content summary and a call breakpoint content generated according to the content of the call by at least one of speech recognition, artificial neural network model recognition and manual recognition, wherein the call content summary includes at least one keyword tag, the call breakpoint content is the content when the historical call was interrupted, and the call breakpoint content includes a breakpoint keyword tag; The first information list is updated according to the first historical record, including: Compare the call content summary of the first historical record with the call breakpoint content of the record in the first information list, and merge the first historical record and the record in the first information list that have the same keyword tag as the breakpoint keyword tag of the record in the first information list to update the first information list.

9. A computer-readable storage medium, characterized in that: The computer-readable storage medium stores a computer program, and when the computer program is executed by a processor, the steps of the call forwarding method according to any one of claims 1 to 6 are implemented.

Images